Deskside support proved the answer to resolving critical on-site hardware and software issues fast.
This is how we help Maximuscle/GSK with their award-winning MaxiShop (www.maxishop.com) which sells their MaxiNutrition body building supplements online and by phone from their base in Hemel Hempstead in Hertfordshire. MaxiNutrition Ambassadors include several leading sports stars…
Lifeline IT has been supporting Maximusle and subsequently MaxiNutrition/GlaxoSmithKline for about 6 years. For the past 5 of those, we have been contracted to operate a permanent support desk on-site 5 days a week. There are three Lifeline IT engineers who have the necessary security clearance to work on-site.
DESKSIDE SUPPORT IS INVALUABLE
While Maximuscle/GSK have their own extensive external IT department, based overseas, Lifeline IT provide a one-man local IT department to deal with the many issues that require a physical presence. Our on-site support provides an immediate response to deal primarily with equipment related issues that arise on an almost daily basis. The role is to trouble-shoot and provide on-the-spot remedies when problems arise.
In a sense we act as the local IT representative for the global organisation. We liaise with Maximuscle/GSK’s external IT department and add an extra component to their own comprehensive ticketing system and external Helpdesk.
Over the years we have built up an extensive understanding of their equipment and specific software applications, including a including a customised database system. This enables us to deal with issues quickly and effectively. It’s vital to the successful running of our client’s business.
“The 6 years I have spent here at GSK have been both rewarding and challenging. The comprehensive Maximuscle Network requires constant monitoring to ensure the efficient running of the customised CRM system and multitude of bespoke packages that the business requires on a daily basis. With the support of Lifeline IT the Company were assured of consistent performance whatever challenges were presented.”
Ray Dave – Lifeline IT Engineer providing deskside support at GSK