IT Helpdesk Management
IBTL provides essential IT support to PTCL, which, with over $750 million in revenue, is Pakistan's leading provider of fixed-line telephony and broadband services. As the telecom incumbent, it operates more than 2,000 telephone exchanges, making it the most widely distributed telecommunications provider in the country. PTCL is owned by the UAE's Etisalat Group, which has a presence in over 18 countries.
Challenge: Approximately 30,000 PTCL employees required IT support across 389 locations, from the headquarters to very remote areas throughout various provinces and northern regions. Additionally, PTCL has stringent compliance requirements and expected high standards.
Solution: The key to success lay in aligning with PTCL’s unique and challenging culture. It was evident that maintaining exceptionally high standards of response and capabilities was essential to the success of the services provided. With this in mind, Inbox selected, trained, and assigned 100 engineers across various PTCL locations to optimize geographic coverage. A dedicated call center and help desk were established at PTCL HQ, functioning six days a week, and they also managed incident responses. The support encompassed end-user management for IT needs, including PCs, laptops, LAN, Wi-Fi, basic power support, UPS systems, power outlets, mobility, MACs, wireless printers, and projectors. The service level agreement (SLA)-based support was built on an escalating model with four classifications, placing engineers based on the best way to meet different support needs and their locations.
Impact: