MDC Service Desk Support
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Overview The Montreal Delivery Center maintains a multilingual Service Desk capability. Established in 2002, it is CSC's largest Service Desk offering Level 0, 1 and 2 support on a 24x7 basis. A total of 36 accounts are currently being supported: 12 global; 17 in North America; and 7 in the EMEA geographical area. |
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Support to these accounts is governed by almost 100 separate Service Level Agreements. All documentation and processes are also ISO 9001 / 2000 standards compliant.
In FY08, MDC managed 2.4 million contacts up from 1.9 million in FY07. Current languages supported include English, French, Portuguese, Spanish, Italian, German, and Dutch; other languages can be made available on request.
Recent Achievements
A contract to provide Service Desk support to Eaton's was won in late 2007 and moved to the Montreal Service Desk in January 2008. During a short transition period of only 72 days, 54 agents were recruited and trained to handle an anticipated level of 24,000 contacts per month
A Global Service Desk contract with Zurich Financial Services was won on the basis of CSC's Global Solution capabilities and its ability to rollout consistent ITIL processes on a global basis. Three Service Desks went live on Nov.24, 2008 - Montreal (Canada), Erfurt (Germany) and Prague (Czech Republic) for a total of over 160 Service Desk agents globally.
Case studies