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Overview
Soroc has provided support services for over 25 years. This expertise is complemented by its proven ITIL-based methodology, extensive certifications and its use of industry and proprietary software to manage, track, resolve and report on its support services.

Soroc’s technology and tools follow an ITIL / ITSM framework with a customer CMDB and knowledge base that enable streamlined management of assets throughout their entire lifecycle. Soroc’s asset tracking, project deployment and service desk systems are all integrated with the CMDB.

By leveraging new technology, Soroc is able to improve delivery efficiencies and drive down support costs while, at the same time, ensuring reliable and rapid resolution.
Resolution Focus
Soroc’s support service focus is on resolution vs. response. Soroc adheres to rigid resolution-based SLAs.
Scalable
Capacity to delivery North American projects such as 200 IMACDs (Install, moves, adds and changes) over multiple days, deployment of 25,000 units in 3 months and disposition of approximately 60,000 units annually.
Secure
Soroc support technicians are security certified by each client.

Additionally, Soroc has its own fleet of trucks and drivers which enables it to adhere to each client’s security policies. When it comes to disposition, Soroc follows Canadian and US DOD and RCMP protocols and can also accommodate customer-specific requirements.
Skilled Delivery Team and Proven Process
  • Industry Certifications:
    • ITIL Foundation and Practitioner
    • Comptia A+, Network +, Server +, Printer+, CCNA
    • MCP, MCSE, MCSA, VCP
    • HP, IBM, Sun certified
    • PMP
  • Processes:
    • ITIL-compliant Support Services Delivery Framework
    • Diagnose before Dispatch
    • Triage, Remote Fix
    • Continuous Improvement
Partnerships with Leading Technology Vendors
  • HP, IBM, Sun, Lenovo, McData, Brocade, Cisco, Ricoh, Lexmark, Dell, Citrix, vmware
  • Soroc Support Team members are certified and trained to support a wide array of its partners’ products
Industry Knowledge and Expertise
  • Desk-side support
  • Field level break / fix
  • Help Desk
  • Deployments
  • Remote support
  • Lifecycle management
  • Software distribution
  • Disposition
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