In-House Help Desk

Multiple MSPs failed to provide adequate service causing alignment issues, delays, turnover, and negative impacts on end users

SOLUTION

Developed a plan for an in-house Service Desk team

  • Replaced the MSP with an in-house, fully trained, dedicated team to provide 24/7 support.

  • To reduce cost, the team was primarily based in Europe with additional on-site technicians available in every global office

  • Directed IT content developers in creation of ServiceNow Knowledge Base training resources and troubleshooting guides

RESULTS

  • Saved the company approximately $500K by staffing the majority of resources in Poland

  • Gained efficiency and seamless integration within the organization by providing a dedicated in-house Help Desk team with broad and deep company-specific knowledge

  • Follow-the-sun and round the clock coverage for all global sites