Infrastructure et telecom

Ankaa Pmo® is actively involved in deploying, upgrading, migrating and securing infrastructures using new technologies, ensuring the integrity of the existing organization. Project management, Ankaa Pmo® core business, brings added value to the methodological and technical skills of our specialists. The mission of the Ankaa Pmo® Project Managers is to establish a clear, realistic and shared definition of objectives. Their proven “field” experience ensures the identification of risks, consideration for the needs of accompanying change, and rigorously monitoring and managing the planned phases and stages in line with the set time, budget and quality objectives. The “collaborative” Ankaa Pmo® project management approach ensures a perfect mastery and knowledge of the deliverables at the end of the project.

Infrastructure and telecoms:

Telecommunication links, network assets, servers, databases and workstations are all hardware and software that constitute the infrastructure base of the information system.
The level of performance, availability and security of applications and data depends on the efficiency and consistency of that infrastructure.
The skills needed to administer the infrastructure are multiple (system administrator, network administrator, database administrator, support technician workstation …).
Faced with this diversity of professions and to bring you the complementary skills needed to achieve your goals Ankaa Pmo® delegates the team of consultants specialized in the products or technologies involved for each project.
Ankaa Pmo® works with its customers on the following issues:

  • Transport of information and LAN, WAN, VOIP network
  • Systems Environments and Databases
  • Messaging and groupware applications
  • Implementing Datawarehouse and Business Intelligence
  • High availability and clustering
  • Virtualization of equipment
  • “Thin Client” Technologies
  • Migrations and upgrades of version
  • Deploying business and office applications
  • Fleet Management and Inventory

Helpdesk :

The real added value of your internal IT teams is the research, study and implementation of new productivity solutions for your company.
User support and monitoring of operational issues often absorbs a (too) large share of energy and availability in the daily operations of your teams … Ankaa HelpDesk offers support for the handling of user calls and / or technical skills support for operational issues.
The Ankaa HelpDesk call center provides traceability of events by type of issue and the continued availability of tracking reports via web access. Outsourcing issue processing does not eliminate the disruptive impact of issues in the company’s production activity. Ankaa HelpDesk also offers regular analysis of the types of events that have occurred, identifies probable causes and establishes a status of corrective recommendations aimed at reducing the total number of issues.
Our Ankaa Helpdesk support center provides solutions to your on-demand issue support issues with the ability to offload your internal services over time or at the request of supporting support requests. The volume of user call to the support service of the company is difficult to predict.
The influence of the moon or, more seriously, the unavailability of the teams over a given period may lead to the observation of peaks for which take-up and processing times are increasing, inevitably leading to dissatisfaction of user in regards to the service provided by IT teams.
Based on the Ankaa Pmo® “on-the-ground” experience, the on-demand support package enables IT teams to occasionally request support from the Ankaa Helpdesk Center to process one or more user calls. The Ankaa Helpdesk contract is set up “on call” and will allow you when you need it, occasionally or for a short period, to offload user calls.
Ankaa Pmo® offers an on-demand support contract in the following cases:

  • To absorb the recurring overflows of the internal support service
  • To allocate internal support service resources on a project
  • To handle incidents that fall outside the scope of the internal support service

Support outsourcing and SLA:

Providing a Helpdesk service and supporting support requests according to an set SLA grid. Your real added value is based on the knowledge of your company and its businesses.
Your executive management expects from its IT department an ability to provide the organization with the IT solutions that make it possible to remain competitive and leaders in their industry.
In this context, focusing on your true know-how becomes a priority. The outsourcing contract of your Helpdesk function allows you to focus your teams on studies and projects of evolution and to benefit from a “filter” on of the requests of the users. User support requests are handled by the Ankaa Helpdesk call center, referenced and ranked according to a service level defined in the contract.
The Ankaa Helpdesk Center provides support for the processing of requests and issues within its support resources. Regular reporting measures the effectiveness of the service.
Ankaa Pmo® offers an outsourcing contract for your Helpdesk:

  • Supports user requests and opens tickets
  • Breakdown of support requests according to a contracted SLA
  • Assignment of requests to support services and issue monitoring

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