Local Support

As our ‘signature capability’ Magellan provides a truly global footprint of local IT Network support coverage in each of the 145 countries, 392 major cities and 250 international airports – centrally managed through our 24 x 7 x 365 Global Service Centre (GSC) in Singapore.

Our organisation is setup to provide this IT Network Service and Operations capability through a global network of accredited and highly qualified Magellan Premier Partner companies. Our partners are midsize IT Service companies that pass our strict selection criteria and comply with Magellan’s quality standards in regards to ITIL, methodologies, service culture and values. Our partners are therefore a vital part of our organisation and we work closely together as one seamless team.

Our front edge, global IT service management (ITSM) real time software platform merges all communication and coordination exchange between our customers, partners and our own Global Service Centre expert teams. It helps us to build up service intelligence and customised databases (e.g. for known faults), which allow constant improvements in service quality to be made, as well as providing us with vital customer satisfaction feedback.

Through our global network of Premier Partners, we have access to more than 2,500 latest technology trained and certified IT Network Service Engineers as well as Project Managers, Solution Architects and Consultants . This wide variety of available skills allows us specifically tailor the service provision towards the requirement and to allocate the most appropriate local technical resources – whilst also bridging any local language, political or cultural difficulties that may exist in a particular location. New technology product ‘expertise rollouts’ and regular refresher programs guarantee performance and consistency throughout our partner network and ensure customer satisfaction.

This unique set up enables us to provide a highly adaptable and scalable local support capability, coupled with maximum cost efficiencies through the leverage of in-country service rates.

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