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Bull's center of expertise responds to everything that businesses need, thanks to solid experience of operating Service Decks and industrial-scale production capabilities: dedicated centers, processes, expertise:

A dedicated software support organization, serving your operational engineering teams

  • Teams of specialist software engineers, who have been trained and certified within vendor organizations: these experts are dedicated to software support activities
  • Local, national and international centers of expertise
  • Support partnerships with the major vendors
  • Local support, delivered from over 60 locations across the world
  • Shared working methods and knowledge bases
  • Single point of contact, or personalized contact points which route all kinds of customer support calls
  • Remote system surveillance and administration tools
  • 24x7 availability in French/English from a single terminal

Virtual Help Desk: a single point of contact for users

The Single Point of Contact (“SPOC”) is the basic principle of the Service Desk in order to achieve ITIL-standard service support activities. It is based on the following principles:

  • A SPOC with a single phone number for Help Desk and remote service: a dedicated single point of contact for all customers' users with one unique number and one portal, for access to all assistance and support services
  • A front office team: a unique and simple way of accessing user assistance and support, accessible by phone, call box, mail, fax... This team is trained in the behavioral and technical skills needed to interface with users and manage their requests. The team of level 1 support agents is large enough to respond to all inbound calls fully and is dedicated to providing assistance to customers' end users
  • A single ITIL tool for everyone involved in the service desk: the same tool is used for call management, incident management, problem management, configuration management, change and release management. The tool will be used to record all incoming user calls and requests to the help desk.
  • A back office team: including a support team (level 1 'hotline' and level 2 support) for non-scheduled operations such as managing call overflows, user accounts and rights management, as well as and remote distribution task.

Bull was keen to establish its support competence center in the most favorable environment, and has decided to group all its skills dedicated to desktop services in Nantes, France. These include:

  • Help desk
  • Second level support (Office, Windows…)
  • Servers, networks, mail administration
  • Incident management
  • Management of planned activities
  • Procurement, purchasing
  • Asset management (configuration management)
  • Engineering (masters, packages…)

Based in two areas, each covering more than 500m2, more than 100 experts in help desk and desktop services ensure that strict service level agreements are adhered to. One group of 50 positions supports help desk services in six languages: a second group of 50 positions is regularly dedicated to one customer. The Bull international service desk currently provides the following languages:

  • Dutch/Flemish
  • English
  • French
  • German
  • Italian
  • Spanish

 

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