The Client was appointed as the largest Oil field Operator in Ghana. With the Client receiving its formal License to develop the Jubilee field Phase 1 Development Plan and Unitization Agreement on behalf of the Government of Ghana in July 2009.
In November 2010, following a successful development programme, which included the building of a Floating Production Offtake Vessel (FPSO), the client drilled their first oil from the Jubilee field. This was some 40 months post the initial discovery well which represents the fastest ever comprehensive full scale Deepwater development. The field is Tullow’s key asset and generates significant high-margin oil production for the Group.
With the increase in production volumes and increase in the demand for IT service desk services, almost all internally recruited IT engineers are always caught helping administrative and production staff members resolving their IT challenges.
Most at times, calls received at the service desk are logged in a queue while the customer remains on hold. For an effective and efficient resolution, the Engineers start by obtaining or verifying relevant information about the customer, such as telephone number, employee ID, and computer name, and determining whether the customer has already contacted the IT Service Desk about the same issue.
DESKTOP ENGINEERING SUPPORT FOR THE CLIENT
For the past 6 years of providing service desk support to the client,Liranz service desk engineers have been ASSIGNED A TOTAL OF 24,622 CALLS and have been able to RESOLVE 24,279 the CALLS, with about 98% of the calls being resolved within SLA agreed times.
Most of the tickets were that were not resolved within service level agreed times are attributable to the dependence on third Party Vendors for supplies and the absence of Staff on their desk after they booked their ticket on the service desk.
CLIENT’S BUSINESS BENEFITS
Throughout the ongoing support that is being offered to the biggest Oil and Gas production company in Ghana, Liranz Limited has built an enviable record of accomplishment within the exploration and production of Oil and Gas in Ghana. We have supported various Exploration and Production operations with a comprehensive solution that addresses the need of all their critical departments, from Geology, to offshore operations, to downstream production.
Through the provision of Desktop engineering support service to the client, the organisation has developed the capacity in understanding the increasing complexity of technologies that supports each of these critical business functions.
From storage systems for large Seismic data sets, security solutions for critical and often sensitive data to designing and building infrastructure for rigs and FPSOs.
In addition to our desktop engineering services, we have been deeply involved in the set-up and the continuous management of the following rigs; MAERSK VENTURER and STENA FORTH.