End-user Support Service
Help Desk & Oniste Support for Enterprise Employees
Service Capability
Help Desk Support
· Provides 7 * 24 and multi language support, in two service center(China Dalian & Malaysia JB).
· The standard ITIL service management mode makes the servicemore scientific and effective.
· Through RPA and AI technology, provides users with self-service channels, improves the operating
efficiency of service agent.
Onsite Desktop Support
· Provide on-site service support in the Asia Pacific region include Japan，Hong Kong，Taiwan，Korea，
Singapore，Malaysia，Thailand，Philippines，Indonesia，Mainland China.
· Recruitment network and partners across Asia Pacific.
· Remote technical guidance from senior engineers.
Asset Support
· Full life cycle management of IT assets, from procurement to retirement.
· Integration services with onsite support teams.
Service Capacity
Delivery Location
· China Dalian Delivery Center
· Malaysia Johor Bahru Delivery Center
Talent Pool
· 200 active call center agents
· 10,000 valid resumes
· 30% English support capability
· 80% Japanese support
capability
· 10% Korean support capability
· 80% Chinese support
capability
· Manager with capabilities in
English, Japanese, and
Chinese
· Over 10 years of ITMS
experience
· Recruitment and HR Support
Platform for the Asia-Pacific
Region
· Partnership covers more
countries and regions
Network & Tool
· Dual-line network support
· Dedicated line network
· VPN connection
· Tickets management tool
· Service monitoring tool
· Knowledge base tool
· Asset management tool
· AI service robot
Omni Channel Help Desk Service
Office Staff
Field Staff
VIP Staff
· Enhanced Support Experience
ITMS Platform
· Continual Improvement /
Innovation Council/ SLA’s / ITIL 4
· End-to-End Incident & Request
Coordination
Zero Touch (Level 0 )
· Self-Service Improved User Experience
· AI Bot & LLM(text & voice)
· Topic Message(mail or chat)
Fix Fast （Level 1 ）
· Routed to The Correct Agent
· First Contact Resolution and User
Assistance
· Ticket Routing and Escalation
· Improving Key Business Processes,
Activities, and KPIs
Fix More (Level 1.5 )
· Improved Resolution
· First-level Resolution Complex or
Long-running Tickets
· Shift-left Ticket Work From Other Support
Groups
· Complex Incidents
Deep Dive/Prevent Recurrence （Function）
· Proactive Analytics
· Reduce Tickets & MTTR (L-1)
· Problem Management
· Collaborate with Other Resolver Groups
· Chronic Issues and Control up
· Global Tools and Processes
· Maintenance leveraging AI & ML
Onsite IT Service Room
· Accessible IT service - Walk up or via appointment
· Focus on end user experience
· Service Rooms in large office facilities with a custom storefront look
and feel to promote and welcome end users
· Build-to-design or leverage existing workspaces
· Mobile / roving service option
· Laptop and smart device repair, drop off and pick up
· Provision of consumables
· Application installs / configuration
Asset Full Lifecycle Service
Asset Procurement
· Making Procurement Plan
·
PO Validation
·
Peripheral Check
·
Purchase
·
Accounting
·
SOW Finalize
·
Invoice Check&Submit
Receiving Asset
· Asset Info Creation
· Labelling
· Asset state update
· Asset categorize
· Verify, Count, Stock
Stockroom Management
· Category mgt.
· Check in and out
· Payment record and sheet
· Monthly inventory check
Deployment from Stockroom
· On/Off board employee
info check and record
· Borrow and replacement
· User info validation
· Labelling
· Configuration check list of
Checkout device
· Ticket handling
· Imaging, config and
distribute
Receiving to Stockroom
· Lost and broken
· Payment of left
· Disposal
Disposal
· Supplier communication
· Process monitoring
· Compliance report
· Asset state update
· Summarize report of
disposal device
