Austria | Manufacturing
Mondi Frantschach GmbH
S&T assumes responsibility for Helpdesk Support
The challengeAs an IT partner that has already successfully overseen the installation of two generations of server environments (most recently a VMware cluster) at Mondi Frantschach, S&T has been assigned the task of managing the 1st and 2nd Level Helpdesk for the client and network IT environment as well as the 2nd Level Support for the server environment, catering for around 200 users in Frantschach.
The projectEstablished on the basis of defined and measurable Service Level Agreements (SLA), the S&T helpdesk provides a remote management solution for support enquiries and is at the same time responsible for managing the local S&T technicians. S&T, in close consultation with the IT management at Mondi Frantschach, has thus established a Single Point of Contact for all client, server and network needs and also provides important know-how in the areas of virus protection, network monitoring, backup, patch management and special server issues (e.g. virtualization).
Benefit to the customer