A nationwide investment and wealth management firm was looking to improve its IT service delivery to its internal clients through a local outsourced solution, including the provision of:

After hours Level 1 support Monday through Friday

24 hours per day Level 1 support weekends and holidays

Surge capacity for coverage of overflow and emergency situations

Smooth integration and handoff to their after-hours partner

Adherence to service levels for Average Speed to Answer, Abandonment Rate, and First Call Resolution

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Our approach

Provided Level 1 shared help desk support, after hours (7:00 p.m. to 7:00 a.m.) and 24 hours per day weekends and holidays, leveraging the client’s ServiceNow tracking system

Delivered surge capacity help desk support to the firm to cover overflow and emergency situations

Provided metrics tracking and reporting (e.g., call volume, top 10 incidents, incident occurrence tracking over time, ticket open tracking, etc.)

Value delivered

Transitioned within a 30-day period with minimal disruption to the business community Ability to rapidly scale to provide help desk coverage in support of overflow and emergency events Consistently met or exceeded contractual service levels Get in touch Contact Steve McGowan to discuss your unique business challenge.

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