[Product/System Help Desk Implementation Case] SOC Service
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 a company that implemented a "Product/System Help Desk" as they began their SOC (Security Operation Center) services. The company was looking for a help desk that could provide support 24/7, 365 days a year. 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 in the process of starting SOC services. ■ Benefits of Implementation - 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.
basic information
【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 numbers 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 affected devices from the network and restore isolated devices based on the importance of monitoring alerts) ・Escalation response (escalate to relevant departments and 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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For more details, please download the PDF or feel free to contact us.
