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IP Global and Nokia's IT Service Desk Project Success

IP Global’s IT Service Desk Project for the customer Nokia has been a significant undertaking for the company. As a trusted service partner to some of the world’s leading telecom and IT companies, IP Global has demonstrated its expertise in managing complex projects across various regions. With extensive coverage in more than 100 sites and over 150 countries in APAC, EMEA, and AMS regions, IP Global has established itself as a reliable service provider.

Nokia, a renowned Finnish multinational telecommunication, information technology, and consumer electronics company with a presence in over 100 countries, requires a robust and well-maintained IT infrastructure to ensure success and maintain high-quality services. In collaboration with its service partner, IP Global has taken up the responsibility of installing and maintaining Nokia’s sites.

The primary focus of the IT Service Desk Project is to upgrade Nokia’s network infrastructure, with a special emphasis on switches. IP Global has provided engineering support on-site to facilitate this technology upgrade. Additionally, project coordinators have been assigned to orchestrate the delivery of the solution, ensuring seamless execution. This project has been ongoing for more than three years, demonstrating IP Global’s commitment to long-term success and client satisfaction.

To ensure uninterrupted services, IP Global has implemented robust contingency plans. In cases of unplanned absences, the company has deployed backfill or replacement engineers who possess the same skillset as required by the service partner. Moreover, IP Global has conducted background verification checks on all technicians to comply with local employment laws, thereby maintaining high standards of service.

Given the higher security requirements of the sites covered, IP Global has ensured that its field engineers possess excellent written and verbal communication skills in English, enabling effective communication with clients and meeting their expectations.

The IT Service Desk Project encompasses four planned stages:

  1. Site Survey: This stage involves a comprehensive survey of the sites, including switch rooms and server rooms. IP Global’s engineers gather information on on-site cable routes and LAN networks to facilitate the subsequent stages.
  2. Staging & Installation: In this stage, all devices are staged, configured, and tested for Dead on Arrival (DOA) problems. They are then installed in their designated rack locations in preparation for the migration.
  3. Cutover: This stage supports the migration process from the legacy environment to the upgraded platform, ensuring a smooth transition.
  4. Post Cutover: After the migration, IP Global provides post-cutover support and handover assistance to the remote engineering team and onsite users on the next business day, ensuring minimal disruption to operations.

Undertaking a project of this magnitude comes with its challenges. Working in sensitive data centers for prestigious clients like Nokia requires stringent adherence to security protocols. IP Global has successfully met this challenge by delivering services 24/7/365 and consistently meeting client deadlines, thereby creating a win-win situation for all parties involved.

Furthermore, IP Global has efficiently handled requests for services outside of business hours, ensuring that end users are not affected by the project activities. This commitment to flexibility and customer-centricity has contributed to the successful completion of all project activities.

By partnering with IP Global, Nokia has benefited from the company’s extensive experience, technical expertise, and dedication to delivering high-quality IT services. IP Global’s ability to overcome challenges and consistently meet client expectations has solidified its position as a trusted service provider in the industry.

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