IT OUTSOURCING

End User Engage

Slipstream offers an industry-leading suite of whiteglove services tailored to the needs of life science organizations. End User Engage exceeds industry standards with dedicated teams providing 24/7/365 whiteglove, near-shore service.

  • 95% CSAT rating
  • 80% first call resolution of over
  • 60 second average answer speed
  • 90% hardware turnaround

Level 1 Service Desk

First contact support

Ticket resolution and logging

Supplies known answers to known questions and issues

Leverages known processes and procedures

Depot Services

Image development and configuration

Procurement assistance

Inventory tracking

Global deployments

Laptop/iPad Break-fix

Deskside Support

Designed to help office based members get up and running in the shortest possible time when they have a PC problem which cannot be solved remotely

Focused on resolving problems encountered with the operating system, hardware and core office applications

Deskside support encompasses close inte-gration with Service Desk and Client or 3rd party Level 2 and Level 3 teams

Across all service touchpoints, End User Engage provides value add services

Service Delivery Manager

Gain a single point of contact with a dedicated Slipstream Delivery Manager.

#1 Ticketing System

ServiceNow available to you and your team.

Targeted Team

Support your users and teams with a designated EUS team.

Veeva L1 Support

Get Veeva L1 support with End User Engage.

Continuous Checkpoints

Get daily, weekly, monthly and quarterly statuses for every team or selected user.

Self-service Portal with AI

Deliver consistent, AI-powered experiences across client portals and mobile apps by consolidating delivery through a single platform.

Text Messaging

Enable end users to communicate, ask questions and resolve items by text.

Endpoint Managed Security

COVID-19 has caused an unprecedented level of social and economic upheaval. Organizations face profound challenges as they seek to support corporate directives for employees to work from home. This rapid, global migration from the office poses considerable challenges for organizations as they strive to maintain security across their newly remote workforce.

Suggested Security Products

CrowdStrike Falcon at $13.00 user/month

  • Falcon Prevent AV
  • Falcon Insight
  • Falcon Overwatch: Threat Hunting
  • Endpoint Detection & Response
  • Threat Graph Standard

Slipstream Endpoint Managed Security (included)

  • Expert incident responders, malware researchers
  • Proactive monitoring of adversary activity
  • Real-time reporting on threat activity
  • Administrative support of: Anti-Virus, Anti-Malware and Encryption software
  • Monitoring access of: SSO, IDS, AD
  • Laptop patch management
  • Forensic support in case of breach or exposure to endpoints

Reporting (included)

  • Performance Metrics
  • Management Metrics
  • Dashboards & Trending Analysis
  • Compliance & Security Dashboards

Depot and Hardware Service Center

From our headquarters in Blue Bell Pennsylvania, we manage, service and support our clients with depot and hardware support.

  • 7,500 square foot facility
  • Configured specifically for Hardware and End User Services
  • Secure and controlled environment
  • Separate badge access to storage & build space
  • Staffed & monitored 24x7

 

Suggested Security Products

Delivery Management
Management of physical inventory, including: laptops, user peripherals, printers, monitors and other hardware
Repair

Laptop and device repair and replacement

Pre-configure laptops and devices for campus replenishment

Hardware return from campus sites: damaged devices and separated resources

Inventory

Inventory Management

Physical stock, asset tracking, including quarterly physical inventory

Legal Hold and documentation

Imaging
Fulfillment

Asset recycling, retirement and certificate of disposal

Inventory reporting and replenishment

Deskside Support

Deskside support provides a resolution path for hard-ware and software issues triaged by Slipstream’s Level 1 Service agents.

  • Work in concert with Service Desk agents and 3rd party hardware and software support teams
  • Teams have deep experience with re-badging existing on-site deskside technicians

 

Suggested Security Products

Wholly integrated Level 1 and Deskside Incident Management process
Ownership of requests for additions, moves and changes at physical locations
Asset management, including auxiliary hardware, new user equipment, equipment collection and disposal, plus on-site staging