Three Pillars in Outsourcing Service Delivery | AS White Global
Joe Fussell

Three Pillars in Service Delivery

A product deployment process wouldn’t be a success without on-site maintenance and support services. Another industry that ASW takes pride in providing talented global teams is the multi-level, customer-oriented Service Delivery (SD).

For the past two years, we have built our SD teams based on the interactive, three-pillar model comprising of: Service Desk support, IT Concierge support, and Infrastructure support. In general, SD teams at ASW span across three countries and never fail to provide online maintenance as well as on-site support for our valued Australian partners. To be more specific, it all starts in Manila and Kuala Lumpur where Service Desk teams are based and work under the supervision of Thanesh Saishoo – our SD Manager. The teams are responsible for performing first level troubleshooting for all users who sent support tickets. In case of on-site requirements, we can always count on the IT Concierge teams in Sydney and Will Martin – the IT Concierge Team Manager. Last but not least, the IT Infrastructure Manager Rajkumar Manogaran, together with the teams in Sydney and Kuala Lumpur, will be in charge of second and third level support on Infra devices and services.

These three pillars work in harmony with each other and that is the core reason why ASW can provide superb, consistent support services to all clients. It has also proved, once again, how a standardised and professional approach could help ASW succeed in integrating global talents and paving the ways for Australian enterprises to further development.



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