{"id":2182191,"date":"2024-09-11T13:37:39","date_gmt":"2024-09-11T11:37:39","guid":{"rendered":"https:\/\/www.luklagroup.com\/success-story\/asp\/"},"modified":"2026-06-11T14:55:30","modified_gmt":"2026-06-11T12:55:30","slug":"asp","status":"publish","type":"success-story","link":"https:\/\/www.luklagroup.com\/en\/success-story\/asp\/","title":{"rendered":"IT Support Services and End-User Assistance \u2013 ASP"},"content":{"rendered":"\n
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Context<\/h2>\n<\/div>\n\n\n\n
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The Agence de Services et de Paiement (ASP) engaged L\u00f9kla to structure and professionalize its IT support organization. Faced with growing end-user support requirements and an infrastructure spread across multiple locations, establishing a high-performing and scalable Service Center became a key lever for ensuring service continuity and technical support efficiency. L\u00f9kla\u2019s engagement covers both day-to-day operational activities (RUN) and strategic modernization projects.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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The L\u00f9kla Approach<\/h2>\n\n\n\n

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L\u00f9kla designed a comprehensive approach combining proximity, service quality, and responsiveness to meet user needs while optimizing operational management.<\/p>\n<\/div>\n\n\n\n

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Deployment of a scalable Service Center <\/strong>capable of handling user requests with a high level of availability.<\/p>\n<\/div>\n\n\n\n

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Implementation of on-site support services<\/strong> across two critical locations (Montreuil and Limoges), ensuring rapid and effective interventions.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Integration of monitoring and ITSM tools<\/strong> to improve incident traceability and drive continuous improvement.<\/p>\n<\/div>\n\n\n\n

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Cross-functional project support :<\/strong> including hardware deployment, remote work assistance, IT security initiatives, and asset management tool modernization.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Our Delivery Approach<\/h2>\n\n\n\n

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The implementation of the L\u00f9kla solution followed a structured and progressive approach.<\/p>\n<\/div>\n\n\n\n

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Service Center Structuring<\/strong><\/strong><\/p>\n\n\n\n

Definition of support tiers and implementation of key performance indicators (SLAs, remote support rates, call answer rates).<\/p>\n<\/div>\n<\/div>\n\n\n\n

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On-Site Support Implementation<\/strong><\/strong><\/p>\n\n\n\n

Deployment of dedicated on-site teams to handle Level 2 incidents and configure end-user workstations.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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IT Asset Deployment and Maintenance<\/strong><\/strong><\/p>\n\n\n\n

Deployment of workstations and virtual machines, remote work initiatives, backup management, and standardized configuration processes.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Project Integration & Continuous Improvement<\/strong><\/strong><\/p>\n\n\n\n

Participation in internal projects covering videoconferencing, cybersecurity, and ITSM initiatives, with a strong capacity for adaptation to evolving requirements.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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What Made the Difference on This Project<\/h2>\n\n\n\n

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Strong adaptability<\/strong> of the service model to ASP\u2019s needs, both in operational activities and project delivery.<\/p>\n<\/div>\n\n\n\n

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Dual-site presence<\/strong> (Limoges and Montreuil), ensuring a high level of service quality.<\/p>\n<\/div>\n\n\n\n

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Cross-functional technical expertise :<\/strong> across Microsoft technologies, scripting\/GPO, ITSM, and cybersecurity.<\/p>\n<\/div>\n\n\n\n

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A trusted relationship<\/strong> built with internal teams through a clear, responsive, and efficient organization.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Contact us<\/h2>\n<\/div>\n\n\n\n

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