1. TRT Presentation
TRT
Mission Critical Support
Every IT Technology, Everywhere, Everytime
Provision of Global Hardware Maintenance
Presented: Edmund Ho & Domenic Romanelli
Date: September 2016 Version: 1.0
2. TRT – A truly global vendor independent IT service provider
An established Australian-based company with an extensive global network of service providers…
TRT is ideally placed to provide excellent support services for all of your offices – anywhere in the world.
3. TRT – Key Locations
TRT is currently services globally in key locations enabling...
....a comprehensive & wide range of services for all of your offices – anywhere in the world
4. TRT – Global Customers
TRT delivers quality services globally to our customers…
...to ensure a high level of satisfaction & loyalty – anywhere in the world
5. TRT – Who benefits from TRT’s infrastructure support?
TRT Global Clients :
TRT Singapore Clients :
7. TRT – Call Logging Procedures
TRT SERVICE REQUEST PROCEDURE
To place or escalate hardware problems, please use the procedure below.
Please note, once your call has been logged, the TRT assigned Global Service Desk Engineer (GSDE) is responsible for all action until your call is resolved
ALL REQUESTS FOR SERVICE CAN BE
LOGGED VIA THE TRT WEB SITE
24 HOURS A DAY, 7 DAYS A WEEK AT:
WWW.TRT.COM
Click on Log a Support Call
The TRT web site is the fastest and most efficient method for logging your call. Logged calls are monitored 24 hours a day, 7 days a week. If you do not have
web access please call:
Singapore: 800 616 2262 New Zealand: 0800 453 098
Malaysia: 1 800 813 015 Netherlands: 0800 022 3724
India: 000 800 100 8056 USA: 1877 778 2552
Australia: 1800 998 988 Others: +63 2 497 5688
Critical escalation path (with assigned case numbers):
GSD Shift Leads: +63 2815 3811
GSD Team Leads: +63 917 633 5610
Head of Technical Services: +61 417 039 213
CEO: +65 9780 4447
8. TRT – Call Logging Procedures (cont.)
www.trt.com
Prepare the
following:
Company Name:
Contact Name:
Contact Phone Number:
Manufacturer:
Model:
Serial Number:
Priority:
Problem Description
9. TRT – Parts
cent distribution only
TRT’s Comprehensive Global Parts Strategy insures....
Nearest Capital City Parts Sparing Strategy
• Every component to any TRT device stored in the nearest capital city to the location
of that maintained devices.
• TRT owns and tracks parts sparing in any and every location (even in Service Partner
locations)
Auditing of maintained devices during “transition” services
• Physical Audit – Specific devices (expedite sparing process)
• Logical Audit – Internal Components (microcode and firmware level)
… that all of your clients receive the highest level uptime on their critical systems
10. TRT – People
Vendor Certified Specialists at all layers of the TRT Service Delivery Model delivers….
Level Description Function / Deliverable SLA/Hours
1
Global
Service
Desk
Over 98% of calls diagnosed within SLA at first level of support
2
2
Field
Engineering
TRT/Vendor Certified Onsite Engineers resolve 98.9% of onsite first
time. 4
3
Consulting
Engineers
Certified by vendors at the highest level to resolve calls which are
“complex” in replication of the failure. TRT technical focal points with
TRT/ client specified service providers
8
4
Support
Partners
Provide root cause and diagnose core dump analysis of devices. Access to
vendor resolution databases 24
5
Vendor
Supports
Provide diagnosis to unpublished failures and provide customized patches
in resolution. 36
….your BUs Globally receives 100% uptime to critical devices and full transparency to failures
11. TRT – Processes
A Single Global Governance Model for you delivers....
Single standardized you Services Agreement
• Across wide range and IT Server, Storage and Networking technology
• Single set of SLAs
• Standardized Global or In Country Billing Structure.
• Easy Access to coverage Accurate Information by business unit and globally.
• Problem and Incident Management
• Asset Tracking by your BU and Globally
• Quarterly Service Performance Delivery Reports
• Consolidated list of you asset tracking (TRACSS)
…..a global agreement to all your Business Units each with a specific “local feel.”
12. FURTHER INFORMATION AND CONTACTS
Domenic Romanelli
CEO, TRT Solutions Limited
M: +65 9780 4447
Email: Domenic.Romanelli@trt.com
Edmund Ho
Country Manager
M:+65 8223 1189
Email: Edmund.Ho@trt.com
Anna Romanelli
Director, TRT Solutions Limited
M: +65 9780 4449
Email: Anna.Romanelli@trt.com
Robert Pivac
GSD Team Lead
M: +63 917 633 5610
Email: Robert.Pivac@trt.com
