Results ? Centralized SPOC for all IT queries related to IT services for the client’s customer ? Significant cost savings achieved through TaaS support ? Number of calls answered within 15 seconds: Target 95%; Achieved 100% ? 100% of severity 1 and 2 issues escalated within 10 minutes ? 100% of other issues escalated within 15 minutes IT Helpdesk Implementation on Cloud Business challenge There was a need for a centralized function to act as the single point of contact for the customers’ end-users who required IT assistance for the resolution of problems, concerns, questions and requests of IT services via telephone, and email for the Singapore region. Approach The solution was built with the ‘TaaS’ (Tech Support as a Service) framework, a comprehensive cloud based of

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