Logicalis has bolstered its Managed Services Centre (MSC) offering to deliver the highest level of technical support for its UK clients. The 24/7 centre, formerly offshored in Malaysia, will now operate out of Logicalis’ facility near Cardiff, with a multi skilled team of engineering staff devoted to the specific requirements of UK businesses and Public Sector clients.
Tim Wadey, Managed Services Director, of Logicalis UK, explains, “Organisations today are dependent on their technical infrastructure to deliver core business activities, so we need to ensure we are a company that’s easy to do business with. Although Logicalis in Malaysia was doing a good job, we saw an opportunity to introduce a different approach: our new MSC staff in Wales are far more immersed in the operational tempo and life cycles of UK organisations, helping us to improve response times and be more aligned to our clients’ business requirements.
“This move is one element in an ongoing process to overhaul the services that we offer and how we govern those propositions, to deliver service improvements for our customers.”
The MSC represents a single point of contact through which Logicalis’ end-to-end infrastructure maintenance and monitoring services operate. If a client’s mission critical infrastructure fails, or an incident is detected, the MSC proactively manages the internal Logicalis and third party or vendor resolver groups to ensure that the service is brought back online in a timely manner.
Mark Starkey, MD of Logicalis UK, adds: “To achieve maximum business advantage, our strategy is centred around our clients, their business requirements, and the technology they need to support their growth. Our company vision is to be considered the best ICT service provider in the UK and we’re striving to achieve this through innovation, quality and commitment to a first class service.”
Opening the Managed Services Centre in Wales created over 20 highly skilled ICT jobs and a new apprentice scheme. The investment in the Centre has been supported with £438,000 business finance from the Welsh Government.