The client is an American company that manufactures electric and gas-powered golf carts and small utility vehicles. They are a large enterprise in the production of golf, personal, and utility vehicles with revenue of $246 million. They have up to 5000 employees. The client is headquartered in Augusta, Georgia, U.S., with a worldwide distribution network, including over 350 distributors and dealers.

The client was looking for a trusted partner who could perform the following:

• End user support for break/fix, advice and assistance in troubleshooting and resolving incidents and problems associated with EUC Equipment and Software
• Smart hand support for outage activity
• Perform asset tracking of End User Computing devices. Provision end-user computing devices for new joiners relocated users. Collect end-user computing devices from leavers. ·Provide Concierge services for audio-visual needs
• Inspect the performance of the leading IT server room and ensure the smooth operation of network nodes—assistance with configuring AP in the factory. Help users to resolve their network-related issues.

Smart Hand-Plant Support

Styx could help the client with

• Skilled Resource: Full-time alignment of highly skilled bi-lingual resources (with required tools) for end-user support and outage activity
• End User Support: Assist and guide end users to resolve their fundamental L1 issues like desktop-related issues, application & AV issues, printer troubleshooting, etc
• OS Imaging: ·Maintain EUC devices and install client OS image and certified software as required by authorized users for the service request, incident handling and life cycle events
• Onsite Assistance: Coordinate with third parties(e.g., n/w admin. Electricians and telecom specialists) concerning changes required by installation, move, addition or change in IT Infrastructure
• Network Support: Assist with setup and configuring network devices (along with cabling) such as AP, Router, Switch, etc. and install telecommunication devices. Daily inspection of the server room and network devices
• Asset Lifecycle Management: Handle asset tracking, provision and recovery of the devices. Update the status of the client's assets in the ITSM System SACM module. Validate that EUC Services comply with warranties.
• VC Room Support: Handling for equipment failures, including vendor management and warranty / non-warranty, handling of AV Room health checks, coordination of vendor for service, monitoring repair, providing real-time intervention to any event impairment
• Incident Management: Maintain incident work history and status up to date until the incident is resolved, and inform end-user of resolution. Escalate urgent, major incidents.