Case Study: Arqiva

Area/ Portfolio:

International – Broadcast & Media Managed Outsourced Help Desk Service

Project History:

Arqiva provides television and radio transmission, distribution and media management for the world’s leading broadcasters on multiple global platforms.

Core assets include the UK terrestrial broadcast network together with teleports and media hubs at key locations around the world, plus comprehensive satellite capacity, multiplexes and international fibre network.

Arqiva also provides extensive media services through its playout, studios and mobile broadcasting facilities.

Client Requirements:

Arqiva required a managed out-of-hours helpdesk, located off-site to assist with managing their IT infrastructure. Arqiva are a 24/7 international business and required a friendly knowledgable helpdesk to allow their executives the ability to report issues whatever the time of day.

Solution Provided:

Managed out-of-hours help desk. Daily handover reports & call-out rota alterations. High quality call handling and customer interaction. Management of internal & sub-contracted service engineers.

Contracted Services

Consultancy

Directly Delivered Services

Managed Out-Of-Hours Help Desk

Record of Success:

Arqiva’s managed helpdesk service was set-up and operational within 4 weeks of engagement. SLA’s were matched with Arqiva’s contract agreements and on-call engineers entered and scheduled to callout rotas.