A mid-sized IT help desk support services provider (hereafter “the Company”), specializing in managing and monitoring cloud-based environments, sought a dedicated infrastructure team. They reached out to us with the need for Level 1 and Level 2 desktop support for macOS, Windows, and Linux systems. Then later, this goal transformed into a more complex challenge:
GOALS: Improve operational efficiency and streamline customer support operations
OUTCOME:
Our team helped the company:
- proactively address critical issues
- significantly reduce client downtime
- introduce a multichannel support system
- achieve growth in the ticket resolution rate and user satisfaction
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The Challenge: Manage Multi-Channel Support and Achieve Continuous Growth
The Company faced several operational challenges that required immediate attention:
- Platform support. Our client needed Level 1 and Level 2 desktop support for a variety of systems, including macOS, Windows, and Linux.
- Omnichannel IT help desk support. The team had to deal with technical issues and communicate to customers via email, instant messaging (IM), and in-person requests, making sure there is minimal downtime for end users.
- Ticket resolution. Daily management and processing of IT support tickets, including prioritization based on issue severity, were essential to keep operations running smoothly.
- Onboarding. The Company also required assistance in onboarding new employees, handling tasks like email setup, application provisioning, and customer service training for IT help desk consultants.
- Documentation. Issues needed to be carefully tracked and monitored to guarantee timely resolution and knowledge transfer.
- Network operations. The Company wanted the infrastructure team to be responsible for hardware and software installations, network maintenance, and equipment inventory management.
- Non-stop improvement. The Company wanted proactive suggestions for improving IT setups, with a focus on cloud-first solutions, for maintaining an edge in service delivery.
The Solution: Implementing Innovative Tools & Creating Dedicated Team of Professionals
We built a tailored infrastructure team, consisting of highly specialized professionals, such as:
Candidate Selection
We actively searched for candidates based on the Company’s technical and cultural requirements. The applicants went through internal interviews, skill evaluations, and final approval by the Company after completing a specific task.
Training & Onboarding
The team spent two weeks on an onboarding program to become more acquainted with the Company’s Standard Operating Procedures (SOPs), IT systems, and required software. This program required technical tasks such as email setup, application configuration, and technical troubleshooting procedures.
Operational Workflow
We handled daily requests through email, instant messaging, and personal contacts, ensuring that customer requests were categorized, prioritized, and resolved as quickly as possible. We created robust documentation that ensured all issues were tracked and monitored, leading to efficient ticket resolution. Proactive ownership of issues allowed for seamless escalation to higher-level teams or third-party vendors when needed.
Continuous Improvement
Our team adopted a proactive approach to identifying areas for system optimization, focusing on the cloud strategy while meeting the company's ever-changing needs. Participation in cross-functional projects enabled the team to deliver value beyond standard IT support, enhancing overall infrastructure performance.
Tools & Software
We integrated various industry-standard tools into the Company’s workflows, including:
- Datto RMM for remote monitoring and management;
- Crescendo for network operations;
- AutoTask for comprehensive IT service management;
- Microsoft 365 for productivity and collaboration;
- LogicMonitor for monitoring cloud and on-premise infrastructure;
- Cisco WebEx for communication and collaboration.
The Result: Continuous Scale & High KPIs
- The team significantly decreased client downtime and improved overall operational efficiency by achieving an impressive 96% resolution rate within the Service Level Agreement (SLA) timeframes.
- On average, the team managed and resolved 300-400 support tickets per month, ensuring the Company’s customers received timely assistance across all priority levels.
- Due to prompt issue resolution and clear communication, CSAT rose by 25%, reflecting greater confidence in the IT support structure.
- Our support team effectively integrated into the company's established software environment, leveraging existing tools such as Datto RMM and AutoTask to optimize processes.
- We proactively escalated and resolved critical issues, ensuring service reliability and minimizing operational impact on the company.
Conclusion
We helped the company effectively manage its help desk by providing dedicated technicians and helping with integration so they could provide comprehensive training to candidates. Our methodical approach to escalation, ticket management, and continuous improvement ensured that the consultants' work was uninterrupted. The results of the study demonstrated our ability to meet and exceed expectations in a dynamic IT support environment, highlighting significant improvements in ticket resolution rates, CSAT scores, and operational efficiency.
