A case where the security SE was able to focus on more advanced tasks such as alert analysis and investigation!
We would like to introduce a case study of the implementation of the "Product/System Help Desk" for a system integrator starting SOC (Security Operation Center) services. The company was looking for a help desk that could operate 24/7 as they began their services. As a result of the implementation, they were able to delegate labor-intensive tasks such as device disconnection operations and monitoring alert notifications to operators who are strong in IT technology. 【Case Overview】 ■ Background of Implementation - The company is about to start SOC (Security Operation Center) services. ■ Implementation Effect - By utilizing the existing 24/7 help desk system, they were able to establish a help desk at a low cost. *For more details, please download the PDF or feel free to contact us.
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【Help Desk Overview】 ■Structure: Shared operators of our company ■Hours: 24 hours a day, 365 days a year ■Number of cases handled: 500 cases/month ■Monitoring targets: PCs, servers, network devices ■Work details ・Reception support (issue inquiry number and confirm inquiry details) ・Monitoring alert response (notify customers via phone or email based on the importance of monitoring alerts) ・Device isolation and restoration response (isolate target devices from the network and restore isolated devices based on the importance of monitoring alerts) ・Escalation response (escalate to related departments and responsible personnel) ・Incident management (manage inquiries from open to close) ・Reporting (report help desk activities in monthly reports) *For more details, please download the PDF or feel free to contact us.
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Our company provides IT services such as selecting and building IT products suitable for our client companies, as well as operation and maintenance services. We protect our clients' IT infrastructure with high-quality services that are "reliable, safe, and comfortable," and we aim to be a business partner that continues to provide an IT environment where our clients' employees can focus on their core business.