Pfizer International- Project goals: service desk for the Pfizer sales force in Germany
- 1st level service desk
- Hardware replacement/ maintenance
- Software management and distribution
- Asset management
- Mobile device management
- Supplier management
- User management / accounts
IT Service Desk for sales reps
Sycor mbs operates for over 8 years as an outsourcing partner for the 1st level service desk for approximately 700 sales representatives from Pfizer.
The world‘s largest research-based pharmaceutical company Pfizer currently employs around 3,000 people at several locations in Germany. More than 700 of them act as sales representatives for the pharmaceutical, animal health and consumer health care units. In order to meet the special requirements of the sales organization, this is supported by a dedicated IT service desk.
The Pfizer sales force directs all the questions and queries concerning software and hardware to the ELISA team (Electronic Information System for the Sales) of the IT service provider Sycor mbs in Göttingen. According to Jürgen Hauck, Business Technology Regional Lead Oncology Europe & BT Country Lead Germany, Pfizer.: „The ELISA team of Sycor mbs has been a reliable partner in providing support to our sales force for many years . The regular positive feedback from our users in the field is clear evidence of that“.
Sycor mbs has been a service partner for Pfizer since 2004. Initially it provided support for the internal IT support teams in Karlsruhe. Later, in the course of relocation to Berlin all ELISA tasks were outsourced to Sycor mbs in Göttingen. Sycor mbs operates as an audited site with direct access to Pfizer network.
1st level – The main task
The key requirement for a service desk is good accessibility and high first call resolution rate. The team consistently fulfills this quality criterion by processing all requests concerning hardware (laptops, printers, mobile devices, VPN token) and software (standard client, business applications, CRM) in a swift and competent manner.
Additional services
The duties of the ELISA teams, however, go far beyond the ticket processing. For example, all hardware is managed by Sycor mbs within the global IT structure (asset management). Likewise, the replacement and repair of hardware as well as the provision of equipment for new employees are organized by Sycor mbs. For the on-site service (e.g. printers) more partners are managed. In addition to that, Sycor mbs provides the DMS Site Lead (Desktop Management System) to ensure the provision and distribution of software within the global portfolio. The mobile device management (MDM) is becoming increasingly important for the process of administering the wide variety of smartphones, tablets and PDAs.
ITIL conformity
The ELISA team of Sycor mbs is integrated into the international service structures of the corporate group within the framework of the ITIL-based „one-support model“. Communication with subsequent levels in English is a matter of course.
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