Service Management

Service Delivery

Client organizations enjoy the highest standards of quality when served by PCCW Global’s Service Delivery arm. All aspects of project management during the course of installing global voice and data services are addressed by a totally hassle-free approach, along with sound risk-management practices and timely reporting of incidents.

Providing customers with peace of mind, PCCW Global’s impressive track record in project managing large-scale, multi-site projects is based on continuous improvement of all provisioning processes, using the plan>do>check>act formula to monitor efficiency.

Highly-qualified pool of expertise

PMI (80+), Prince 2 (30+), Lecturer at Local University
CCIE (10+ ), CCNP (140+), CCNA (300+), CCDP (17+)
CCDA (7+), CSSI 1(2), CISSP (40+), CISA (10+), CISA (10+)
GIAC Certified Intrusion Analyst (GIAC: 2)
ISO 27001/ ISO 9001/ ISO 20000/ TL 9000 (30+ )
Certified Checkpoint Security Expert (CCSE: 25+)
Certified Checkpoint Security Associates (CCSE: 25+)
NetScreen Certified Security Associate (NCSA: 8+)
ITIL Certified Service Managers (15+)

Multi-discipline approach to providing integrated solutions
Integrated Network Service — local and International;

GIA, IPLC/IEPL, ATM/FR, IPVPN, Voice and Satelite
CPE on data, security, PABX and video conferencing.

Service Support

Customers enjoy the comfort and convenience of being able to rely on 24/7 support from a globally-dispersed engineering team that becomes available around the world in follow-the-sun fashion. Skilled in technologies covering MPLS, IP, satellite, optical-fiber and managed services, these seasoned professionals provide localized support for the entire PCCW Global portfolio. Tried-and-tested internal escalation policies ensure customer satisfaction, especially in terms of timely handling of issues, a sharp focus on prolonged cases and strict management oversight of procedures.

Service Management

Regional Service Manager (RSM) ensures customer satisfaction by providing client organizations with a single and easy-to-access point of contact for escalation and other matters, while managing operations in a proactive manner.

This “service ambassador” maintains total awareness of daily customer issues by monitoring network performance and mission-critical operations, presiding over quality maintenance and recovery plans and serving as an event manager whenever necessary.

We believe constant communication is crucial to customer satisfaction, so we invite client organizations to evaluate our performance and provide feedback at formal service review meetings. As well as keeping up to speed with the latest technology developments, our service management team adopts IT Infrastructure Library (ITIL) Service Management best practice to ensure optimum customer support.

Toll-free hotline or direct-dial +852 2829 1567 to Hong Kong
24/7 global helpdesk
Universal toll-free number for most locations
Fault logging and exchange of ticket reference
Multi-lingual support including English, Mandarin and Japanese.

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