With the departure of a key internal staff member, Wendy Wu Tours needed to increase on-site IT support presence for their users in the London offices. ICE is pleased to be able to extend their support services with the introduction of an on-site engineer two and a half days per week.
Prior to this change, the ICE Managed Service already provided 2nd line escalated remote Service desk support and onsite emergency support as required. Now with an increased on-site presence ICE will be able to not only provide support to users locally, but also look for ways to improve the IT skills and knowledge of the Wendy Wu Tours team.The on-site engineer is an assigned 2nd line engineer and will become the Wendy Wu Tours client champion. Each of our Managed Service clients have a client champion who becomes the most knowledgeable “go to” engineer for the client. Their key objectives are to look for ways to improve service delivery and become the technical advocate for Wendy Wu Tours.
The client champion will also be looking for new technology or processes that Wendy Wu Tours could utilise to help improve performance and grow profitability.