Case Study

Client: Hikma

Sector: Pharmaceuticals

Company Size: 50+

Benefits of IT Support:

• On-site coverage 8am-6pm Mon-Fri
• Includes 2nd/3rd line escalation
• Part of global IT team
• Consultants availability for project work
• Single provider for UK IT support

Other Services Provided:

• Consultancy

To deliver an augmented on-site IT support service for staff and “C-level” senior executives at the London office.

The requirements for the on-site IT support service included:

• On-site IT support presence between the hours of 8am-6pm Mon-Fri (10 hours per day)
• On-site IT support for “C-level” staff attending London board meetings
• IT support for internet, network, wireless, server, desktop, unified communications & video-conferencing
• Work with the global IT team to deliver and support the global IT strategy in the UK
• Delivery of project work on an ad-hoc basis

The services delivered by Comis included:

• On-site IT support between 8am-6pm Mon-Fri delivered on a rota by the Comis team
• Assignment of experienced and skilled staff to provide “C-level” support
• Specialist 2nd/3rd line IT support skills provided by the Comis team when required
• A team of specialist consultants to deliver project work on a flexible basis

The benefits of the implementing Comis’ IT Support service were:

• On-site support coverage between 8am-6pm Mon-Fri
• Includes escalation to 2nd/3rd line team members as required
• Intregrated service with global IT team
• Availability of specialist consultants for project work
• A single provider to fulfil UK IT support requirements

As a managed IT services provider Comis has a skilled multi-disciplined team with expertise in all areas of IT service delivery.  We were able to deliver flexible resources to provide 10-hours of IT support per day and provide escalation within the Comis team for 2nd/3rd line support requests.  The Comis team were also able to help deliver IT projects through flexible resources available on-demand.