Internal IT Support Services
Internal IT support for a global organisation, run from three sites in Europe and Asia, with one aim: make support less reactive.
Overview Internal IT Support Services
From three sites in Europe and Asia, the team supported users and infrastructure across the whole organisation: licences, hardware, mobile devices, email, security and site access.
Services Provided:
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01
Licence Management
Overseeing and managing software licences to ensure compliance and cost-effectiveness.
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02
Desk-side and Remote User Support
Providing direct assistance for hardware and software issues, both on-site and remotely.
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03
Infrastructure Monitoring and Management
Proactively monitoring and managing IT infrastructure to maintain optimal performance and reliability.
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04
Hardware Sourcing and Implementation
Procuring, deploying, and supporting hardware to meet organisational needs.
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05
Mobile Device Management
Managing mobile devices to ensure secure and efficient use across the organisation.
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06
Exchange and User Management
Administering email services and managing user accounts for seamless communication.
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07
Infrastructure Security Implementation & Management
Establishing and maintaining robust security measures to protect organisational assets.
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08
Site Access Control
Managing and securing physical access to facilities.
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09
Domain Management
Overseeing domain configuration and management to ensure stable and secure network operations.
Delivery results
The aim was to make IT support less reactive: fix the causes behind repeat requests so people needed help less often, and resolve faster when they did. Across the three sites, that meant:
85% Reduction in total solution time.
22% Reduction in support requests.
99.50% Quality Level maintained.
Conclusion
Fixing the causes behind repeat requests meant people needed help less often, and the team could spend its time on stability instead of firefighting.
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