ATEA GLOBALATEA GLOBALS E R V I C E S

Our 24x7 Service Desk Teams build upon the NOC team's functionality and service, providing a tailored ITIL IT Help-desk, or Service Desk to our customers.We can provide teams to cover your speci�c time-zone(s) up to full 24x7 serviceand response, with a selection of basic Level 1 (trouble shooting, user change requests, simple resolution and ticket logging) and Level 2 (engineering, serverand advanced resolutions) or a combination tailored to our customers'requirements.Our teams all have good English skills, with most customer communications andengagement and internal management being handled by ex-pat Westerners, whoare based in our Saigon o�ces, utilising modern international standards, such asITIIL, PRINCE II, CMMI etc.

SERVICE DESK 24/7

Overall Ticket / Issue Summary

Overall• Up to 24x7 (365) support• Provision of local 0800 numbers, private and unique to each customer• Ring-fenced Monitoring separate and unique for each customer• ITIL• ConnectWise and RedMine skills as standard – others on request

Live SLA information in accordance with ITIL principles and KPI agreement

L1 Support

• Advanced troubleshooting in windows and Linux• Client liaisons• Exchange and Active Directory• User Creation• SOE deployment• Documentation• Discretionary Tasks L2 Support

· DBA· Wintel Administration· Linux System Administration· Amazon (AWS)· Virtual Servers· On-Call Support· Development Projects· Discretionary Tasks

ATEA GLOBALATEA GLOBALS E R V I C E S

www.aoteaglobal.com8th Floor, IPC Tower,

1498 Nguyen Van Linh, Tan Phong, D7, HCMCAU - 80 Wickham St Brisbane QLD 4006 Australia

SF - 354 11th street, San Francisco CA 94103 United StatesUK – King George Mews, London

sales@aoteaglobal.com