ABS to Provide Global Service Desk Support to OnX Client Fidelis Cybersecurity
November 11, 2015 – Through its partnership with OnX Managed Services, the ABS Global Service Desk will deliver Level 1 and Remote Level 2 incident management to Fidelis Cybersecurity’s end users. The opportunity arose when Fidelis was seeking a robust, help desk component to the managed hosting solution that OnX brought to the table. Fidelis also needed the vendor to provide an ITSM platform that integrated with their internal IT environment. In response, ABS proposed its service desk offering delivered by US-based IT support professionals. Those individuals will create and triage new incidents and service requests in ABS Service Manager, troubleshoot and resolve those support issues remotely, and identify opportunities for improvement on an ongoing basis. In order to promote such improvements, ABS will measure customer satisfaction through electronic surveys and produce on demand dashboard reports and comprehensive service desk metrics. With root cause and trend analysis being focal points of ongoing operational review, ABS will develop additional procedural documentation such as Knowledgebase Articles and self help FAQs as new issues arise in order to increase resolution rates and keep IT costs low.
In addition to conducting monthly operational meetings, ABS will review the overall progress of the solution with both OnX and Fidelis’s executive teams and make strategic recommendations regarding future initiatives. “The goal is to coordinate all aspects of Fidelis’s IT environment as it grows and introduces new technology so we can prepare for potential impacts at the service desk call,” says ABS Director of Operations Hector Gonzalez. “We are thrilled to serve a thought leadership role from a proactive standpoint as we complement the managed hosting services delivered by such a reputable partner as OnX.”
About Fidelis Cybersecurity
Fidelis Cybersecurity protects the world’s most sensitive data by equipping organizations to detect, investigate and stop advanced cyber attacks. Fidelis brings that intelligence and expertise earned on the front lines to its Fidelis XPS and Resolution1 Endpoint products. The end result is that with Fidelis organizations can reduce the time to detect and resolve security incidents and stop attackers before they steal client data. For more information, visit them at www.fidelissecurity.com.
About OnX Managed Services
OnX is one of the world’s largest enterprise data center solutions providers. OnX has clients and operations throughout North America and Europe, with strong alliances in Asia. OnX’s global team of IT professionals and consultants have deep experience in everything from complex data center design to enterprise systems integration, software licensing, digital application services, and cloud and managed services. For more than 30 years OnX has helped companies overcome challenges and identify opportunities to achieve exceptional business results. To learn more, visit www.onx.com.
About ABS Associates, Inc.
Founded in 1982, ABS Associates is a global IT solutions provider of service desk, desktop, managed hosting and network support and services. The mission of ABS is to make technology work for our clients, whether that means implementing an onsite or virtual helpdesk, hosting complex applications, or resolving problems with servers. The ABS Global Service Desk operates 24x7x365, assumes the burden of IT support, eliminates distractions, and allows firms around the world to concentrate on achieving strategic business objectives. ABS delivers a 95%+ satisfaction rate and serves clients throughout North America and in 14 countries around the world. To learn more about ABS click here.