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Global Field Support

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
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