SUPPORT & MAINTENANCE
Maintenance, Repair and Overhaul (MRO) involves fixing any sort of IT device should it become out of order or broken (known as repair, unscheduled, or casualty maintenance). It also includes performing routine actions that keep the device in working order (known as scheduled maintenance) or prevent trouble from arising (preventive maintenance). MRO may be defined as, “All actions which have the objective of retaining or restoring an item in or to a state in which it can perform its required function. This includes the combination of all technical and corresponding administrative, managerial, and supervising actions.”
Without both support and maintenance, whether conducted in-house or outsourced, organizations may be planning to fail in their stipulated IT Service Level Agreements. This could lead to lengthy business outage and loss of business revenue.
CTC Global Thailand Offerings
- 24×7 Helpdesk Support
CTC Global Thailand has an established 24 x 7 helpdesk support service that can be offered to all our customers, if required. This would allow any incident to be handled by our helpdesk staff. While escalation is being carried out, our helpdesk remains the Single Point of Contact throughout the incident until closure. With this system in place, our customers can benefit from extracting activities with its exact time as this is usually required when consolidating reports for root cause analysis of any major outage in our customer’s premises. At the same time, any service request can be logged with a unique ticket number assigned from our automated system (Field Service Management System). This system can be viewed by both the helpdesk staff and on-site engineers (system is accessible via CTC Global Thailand’s assigned tablet) to log these request and update them accordingly. For closure, our helpdesk will call the user who initiated the ticket to ensure satisfaction and will eventually reply with an email.
- Customized and tailored package to your environment
As each customer has different requirements in terms of support and maintenance, CTC Global Thailand is flexible to chart and craft specific support to meet their needs. With the wealth of experience, CTC Global Thailand can help to maximize such investment at a fraction of the cost.
- Facility management
CTC Global Thailand has experience in delivering a facility management team and in managing our customer’s environment since 2006. From there, CTC Global Thailand has helped our customers to plan and implement technology upgrade roadmap which benefits them greatly. Our deployed FM Team is currently managing the data center facility, computing systems, network devices, storage equipment, and application (including databases). With these wealth of engineering resources, customers who choose our facility management service offerings will be able to have a lean IT staffing option while still focusing on the more important tasks of their daily operations.