Company Profile
Fiery is a global technology organization delivering Digital Front Ends (DFEs) and workflow software for the print industry. Their solutions support leading printer manufacturers such as Xerox, Canon, and Ricoh, enabling commercial, packaging, and large-format print operations.
Founded in 1989 and headquartered in California, Fiery operates across the US, India, and Germany, serving millions of users worldwide with advanced cloud-based, AI-driven print production solutions.
Business Challenge
The client experienced multiple operational challenges, including:
- Delays in adding new devices to the domain
- Inconsistent setup of security tools (Sentinel, Qualys, Ivanti)
- Frequent domain password resets and account lockouts
- Inefficient MFA (Duo) activation and re-activation
- Lack of standardization in DL creation and naming
- Non-optimized workflows for VPN setup and SAP installation
- Regional dependencies causing delays in laptop procurement
- Security vulnerabilities due to incorrect authentication validations
- O365 mailbox creation delays and license provisioning inconsistencies
- Inefficient handling of incident management activities
LogusIMS Solution
LogusIMS deployed a dedicated L1/L2 IT Service Desk support team performing the following duties:
- Provide end-to-end end-user onboarding support, including device setup, domain join operations, and workstation validation.
- Create and manage user accounts, local admin access, password resets, account unlocks, mailbox creation, license assignment, and Distribution List (DL) management.
- Configure and support security tools and access controls, including Duo MFA activation/reactivation, VPN setup, SAP installation, and enterprise application access.
- Enforce standardized security and compliance practices such as password hygiene, encrypted credential sharing, mandatory endpoint protection tools, and authentication validation.
- Monitor and manage incidents and service requests through Jira, provide timely resolutions, and escalate complex issues to L2 teams with proper documentation and evidence.
- Handle inbound and outbound helpdesk calls via RingCentral, ensuring effective communication and improved user experience.
Thus, standardized IT Service Desk operations, proactive support, and structured escalation processes have resulted in faster onboarding, improved SLA adherence, enhanced security compliance, reduced operational overhead, and increased end-user satisfaction.