Our Global Delivery Network & Field Services thrives upon a robust partner ecosystem, which allows us to leverage global sourcing to provide remote and onsite support and improve the ratio of remote vs. onsite and provide consistent high-touch, high quality services. HCL has an extensive network of field services partners spread across various geographies, providing near-shore presence with multi-lingual support for Break-Fix Support Services/desk-side/IMAC issues.
Following are HCL's Field Support services capabilities:
Hardware maintenance for a wide variety of equipment
- Desktops and laptops
- Network devices
- Servers and storage systems
- Peripherals
Provisioning Services
- Desktop build and test staging (Network)
- Deployment and project management
- Extended support options
- Remote deployment methodologies
Software Support
- Tier 1& 2 commercial off-the-shelf software support (Microsoft, Linux, Unix, Cisco)
- Tier 1 client unique(Bespoke) applications
- Specialized software support for server OS environments
Flexible options
- 5x8, 5x12, 7x12 or 7x24 support coverage
- 2 hour, 4 hour, 8 hour, or Next Business Day (NBD) resolution times
- Dedicated or dispatched staffing models, depending on requirements
Why HCL?
- HCL provides End-to-End Desktop & Network Life Cycle Management services
- HCL is vendor agnostic
- Improve mix of remote and onsite support
- Deliver 65% of the desktop support remotely
- Reduce desk-side visits by 20-30% through helpdesk
- Reduce desk-side support costs by 10-15 % over the contract period
- Sub-contractor’s managed under CAPP Framework. Provides quick start up and higher efficiency through E-Bonding
- Dedicated partner management team at key locations across the globe
- Focused team for asset procurement, contract negotiations, vendor management and spares management
- Clients have an option to procure assets & spares under direct contract without having to pay mark-ups, pass-through fees to HCL