Internal IT Support Services
With a fresh approach, an internal IT support operation was optimised for efficiency, reducing reactive support needs
and delivering seamless infrastructure and user support across a multi-site global organisation.
Overview Internal IT Support Services
A global internal IT support operation was delivered from three strategically located sites in Europe and Asia. This setup provided comprehensive, organisation-wide IT and infrastructure support directly to users, ensuring smooth and efficient operations across multiple locations.
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
With a dedication to service and technical expertise, a technical data review process was implemented to ensure accurate, high-quality documentation, delivering results ahead of schedule and within budget.
85% Reduction in total solution time.
22% Reduction in support requests.
99.50% Quality Level maintained.
Conclusion
Through strategic improvements and resource optimisation, the internal IT support services evolved into a more proactive and efficient operation. This approach not only enhanced service quality but also reduced the need for reactive support, enabling a focus on long-term stability and user satisfaction.
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