Enhancing IT with Walk-Up Support at AMD

In today's fast-paced technological landscape, efficient and convenient IT support is crucial for maintaining productivity and ensuring seamless operations. At AMD, our initiative has emerged as a premier walk-up IT technical support service, offering face-to-face assistance to users across major offices.

Discovering the Walk-up Support Advantage

• Comprehensive technical support: Our walk-up support is designed to address a wide range of technical issues, from hardware and software troubleshooting to resolving account lockouts and blue screen errors. The service also includes BIOS and driver upgrades, ensuring that users' devices are always up to date.
• User-Centric approach: Beyond technical support, the model also emphasizes user interaction. The team not only resolves issues but also educates users on related and unrelated queries, providing a holistic IT support experience.
• Guidance on device selection: For users seeking new laptops or accessories, our walk-up support technicians also offer personalized recommendations based on the user’s specific needs, such as development requirements or screen size preferences.

Empowering Users Through Education

• Infosec and email training: Our walk-up support plays a pivotal role in educating users about information security guidelines and email classification. This includes identifying spam and ensuring proper document classification to prevent inadvertent data breaches.
• Micro Training Sessions: Regular micro-training sessions are conducted on various topics, including Microsoft applications and productivity tools. These sessions are supported by dedicated TV screens displaying continuous IT information, enhancing user experience.

Engaging Events and Activities

• Laptop Tune-Ups: Quarterly laptop tune-ups are offered to update software, BIOS, and security tools. This proactive approach ensures optimal device performance and user satisfaction.
• Laptop Refresh Program: Our walk-up support also facilitates the migration to new laptops for systems older than 3.5 years, ensuring that the engineering community has access to reliable and efficient devices.
• Onboarding Support: Weekly onboarding events help new employees set up their laptops with essential productivity apps, VPN, and seamless log-in access, ensuring they are productive from day one.

Cutting-Edge Features

• IT Accessories Vending Machines: For employee convenience, vending machines stocked with accessories like keyboards, mice, and cables are available 24/7 at larger sites, allowing users easy access to necessary items.

The Global Footprint

With 19 sites across the globe, our walk-up support continues to expand, bringing its unique blend of technical support and user education to more locations. The initiative's success is evident in the increasing percentage of support tickets resolved, highlighting improved user satisfaction.

Building a Legacy

Our walk-up support at AMD exemplifies a forward-thinking approach to IT support, combining technical expertise with user education and personal assistance. By fostering a face-to-face support environment, the walk-up solution not only resolves technical issues but also builds a strong connection with the user community, ultimately leading to happier and more satisfied customers. Our IT support model is dedicated to improving the IT support experience for all AMD users.