IT Infrastructure Ops
We provide great, on time services to our valuable customers.
What do we do?
Connections provides IT support services, both remote and on-site. We help our clients engage into the digital journey through workplace transformation, network modernisation, cloud migration, datacentre transformation and system integration.
Our vision is to become a one-stop shop for IT infrastructure needs of our customers. We use our broad skills set to blend cloud and on-site models, moving ahead towards an IT-as-a-Service vision.
Service streams
Data Center operations
IT Security Admin & Management Network Admin & Management Servers and Communications Admin & Monitoring
Multilingual Remote IT Service Desk
(24/7) (German, English, French, Spanish, Italian)
On-site end-user support
IMAC (Install-Move-Add-Change), Hw & Sw Break & Fix Smart Hands & Eyes support
IT Service Management
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IT Services in a Nutshell
DC Operations
Multilingual IT Service Desk
On Site End User Support
IT Service Management
DC Operations
IT Security Admin & Management
- Design of IT Security Controls
- Security Testing
- Management of Security Incidents
- Security Review
Network Admin & Management
- Network design and implementation
- Fault analysis
- Performance management
- Provisioning of networks
- Quality of Service management
Server & Communications Admin & Monitoring
- Design, administer & optimize company servers in order to provide business with necessary IT infrastructure
- Manage hardware & OS provisioning
- Manage and plan for scaling needs
Multilingual IT Service Desk
Service Desk Operations
- Design, Deploy, Test and Optimize service desk process (Shits allocation)
- Resource management – multilingual skills (German, French, English, Italian, Spanish, Portuguese, Russian, Serbian, Bulgarian)
Enterprise solutions supported
- Office365, Windows 7 & 10, MacOS, iOS, Active Directory, SAP, Lotus Notes, Navision
Knowledge base management
24/7 support
On Site End User Support
Service Desk Operations
- Providing on-site end-user support for workplace & mobile devices
- OS: Windows
- Mobile: IOS, Android
- Actions: Configuring, Deploying, Recovering, Maintaining
- Services:
IMAC (Install-Move-Add-Change):
- Configuring & installing of equipment for new users;
- Moving equipment from one location to another within a site or between sites;
- Upgrading hardware and OS;
Hw & Sw Break & Fix
- Resolving faults on devices, accessories, and directly connected peripherals including printers;
Smart Hands & Eyes support
- Setting up a firewall, complex cable configurations, managing colocation equipment, testing and troubleshooting of equipment, and rack and stack services.
- Collaborating with 3rd level remote support to address the problem in case of need of higher expertise
IT Service Management
ITSM is ITIL-based
Helps our clients align technology with business practices
Hw & Sw Break & Fix
- Resolving faults on devices, accessories, and directly connected peripherals including printers;
Smart Hands & Eyes support
- Setting up a firewall, complex cable configurations, managing colocation equipment, testing and troubleshooting of equipment, and rack and stack services.
- Collaborating with 3rd level remote support to address the problem in case of need of higher expertise
Models of engagement
Joint Service Delivery
Value: Services delivered by joint delivery team
Delivery risks are shared between client and Connections
Pricing: T&M + SLA’s
Connections Responsibility
- Service Delivery
- Managed resourcing
- Client’s responsibility:
- Service Design & Management
Managed Services
Value: Full service based on SLA’s;
All delivery and support risks are on Connections side
Low long term TCO
Pricing: SLA’s
Connections Responsibility
- Managed service delivery
- Service Design & Management
- Managed resourcing
Team Extension
Value: Services delivered by engineers recruited by Connections, fully managed by Client
Delivery risks are Client’s responsibility
Pricing: T&M
Connections Responsibility
- Recruitment, payroll, employees cost management.
Client’s responsibility
- Service Design & Management. Delivery
- Managed resourcing (except recruitment, payroll and employees cost management.
Staffing
Value: Services delivered by engineers recruited by Connections, fully managed by Client
Delivery risks are Client’s responsibility
Pricing: T&M
Connections Responsibility
- Recruitment, payroll, employees cost management
Client’s responsibility
- Service Design & Management. Delivery
- Managed resourcing (except recruitment, payroll and employees cost management.