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.

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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:

  • 01

    Licence Management

    Overseeing and managing software licences to ensure compliance and cost-effectiveness.

  • 02

    Desk-side and Remote User Support

    Providing direct assistance for hardware and software issues, both on-site and remotely.

  • 03

    Infrastructure Monitoring and Management

    Proactively monitoring and managing IT infrastructure to maintain optimal performance and reliability.

  • 04

    Hardware Sourcing and Implementation

    Procuring, deploying, and supporting hardware to meet organisational needs.

  • 05

    Mobile Device Management

    Managing mobile devices to ensure secure and efficient use across the organisation.

  • 06

    Exchange and User Management

    Administering email services and managing user accounts for seamless communication.

  • 07

    Infrastructure Security Implementation & Management

    Establishing and maintaining robust security measures to protect organisational assets.

  • 08

    Site Access Control

    Managing and securing physical access to facilities.

  • 09

    Domain Management

    Overseeing domain configuration and management to ensure stable and secure network operations.

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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.

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85% Reduction in total solution time.

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22% Reduction in support requests.

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99.50% Quality Level maintained.


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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.

Our global presence creates global opportunities

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Based in Copenhagen, we operate around the globe to to deliver total support where and when you need it.