Our Successful Projects

Outsourcing Help Desk Service for Al-Jomiah Shell KSA

Case Study For:
Shell KSA - Al-Jomiah
Shell KSA - Al-Jomiah
Solutions and Products
Business SolutionsHardware Technology
About Case Study


  • To provide second line technical support to internal customers, assisting
    them with hardware and application problems by phone, email, and face
    to face.
  • To escalate complex queries to the relevant team member or
    external support provider for resolution when necessary.
  • To deal with requests for user support from the helpdesk and ensure an
    efficient, customer-focused response is provided and a high quality of
    customer service is maintained.
  • To ensure that support calls are logged on the helpdesk system and
    resolved within SLA.
  • To provide assistance and support to the first line IT Apprentice. When appropriate
    guide, teach and advise where necessary and to be the point of escalation on helpdesk
  • To process all IT procedures relating to staff joining, leaving, or moving within the
    Association eg password, creation of email account, security access.
  • To be responsible for communicating effectively with third party
    suppliers to resolve issues and improve SLAs. Logging third line support
    calls, chasing when needed and acting as the point of escalation.

Solutions:  We have implemented all the aforementioned requirements and challenges through OrbScope.


Need To Enhance Your Business?

Lets talk with our experts team to define the best solution for your business to improve marketing, sales, and operation.