Hitachi HTA Outsources Remote Service Desk Support to ABS
March 26, 2016 – Hitachi High Technologies America, Inc. (“HTA”) recently selected ABS to provide service desk support to its end-user base in 11 offices across the US and in Canada. The opportunity arose when HTA needed to transition Level 1 tasks to a remote first point of contact partner so that its internal IT staff could be redirected to core system monitoring, maintenance, and other strategic projects. HTA was also seeking a more robust ITSM platform to replace its legacy ticketing system so its users could access a portal from any location as well as self-service tools that help reduce IT operational costs. Lastly, the new solution needed to incorporate a more formal method of initiating support requests through various media channels such as phone, voice mail, email, web form, and text chat. As a result, ABS proposed its Service Manager solution which not only enables all contact methods but includes customizable administrative and end-user portals in addition to a comprehensive monthly reporting package.
ABS Director of Operations Hector Gonzalez recently completed the on-site discovery along with Daniel Guinto, the ABS Team Lead assigned to the account, and was encouraged by the friendly reception given by HTA’s IT management personnel. “Their team has been extremely forthcoming with knowledge transfer of documented procedures and details regarding their technical environment,” says Gonzalez. “They see the value in outsourcing Level 1 support to a vendor that specializes in those functions as their core business, and they are eager to focus on proactive, long-term projects with minimal interruption.”
“Crucial to the selection process was the fact that ABS had an Information Security Management System program in place including privacy policies and a Business Continuity plan that instilled confidence in our latest client,” says ABS Sales Executive Stacey Roos. “In return we’re extremely grateful to Nordion for having awarded us their service desk business and, hopefully, will continue to justify their trust for years to come.”
About Hitachi High Technologieis America, Inc.
Hitachi High Technologies America, Inc. (“HTA”) is a privately-owned global affiliate company that operates within the Hitachi Group Companies. HTA sells and services semiconductor manufacturing equipment, analytical instrumentation, scientific instruments, bio-related products as well as industrial equipment, electronic devices, electronic and industrial materials, consumer electronic products, wireless mobile telephones, and hard disk manufacturing systems. For more information, please visit them at www.hitachi-hightech.com/us .
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.