Sky TV outsources service desk and desktop support to LexelAuckland, 12 October 2016
SKY Television, New Zealand's leading Pay TV provider, has today announced its appointment of Lexel Systems as their new provider for internal IT service desk and desktop support.
As a part of this 3-year agreement, Lexel will provide full outsource support 24x7x365 for SKY's internal IT service desk, incident management, walk-in support IT centres and desktop support for both their head office and regional offices, covering approximately 1300 users. Lexel will also be managing SKY's desktop lifecycle management including procurement, asset management and patching, along with office relocations and peak period Pay Per View Event onsite support.
SKY ran a market process, seeking out partners who could help them deliver a step change in the way technology services could be delivered moving forward. Lexel responded with an innovative FTE model that incorporated the existing SKY desktop and service desk resources as well as utilising Lexel's own service desk and national support capability. Lexel's response included a further piece of innovation around process automation which enabled Lexel to drive yet more efficiencies into the partnership from day one. Lexel commenced the service in March 2016.
SKY s director of technology, Julian Wheeler said "In our relentless pursuit to improve the end user experience, we must be agile and progressive. Lexel enhances both of these focus areas for us through their innovative thinking and flexible client centric philosophy". He added that "At the top of our mind throughout the discussion, was how we would integrate the people, tools and processes to make this partnership work. A huge benefit for us was that Lexel was able to illustrate in a simplistic way, exactly where we would see the efficiencies. When it came to transition, Lexel did an exceptional roll in transitioning SKY staff into its own team, and in a way that was a win win for all including our SKY staff".
Lexel Systems CEO, Noel Simpson added that "Lexel's core value proposition for SKY was that we were able to articulate and then demonstrate efficiency gains and then demonstrate how this continuous improvement approach would be re-implemented year after year."