Challenge - IT Outsourcing

Problem:  A professional resource company with offices across Canada experienced high turnover within their internal technical support department.  As a result, support quality was inconsistent and downtime within their technical environment increased, which had a detrimental effect in the overall efficiency of the business.

Solution:  Based on the challenges this client was facing, we felt they would benefit by outsourcing their IT requirements, thereby minimizing the effects from continued turnover, and allowing management to refocus their efforts their core business, not on managing their technical support department.   We accomplished this, through the following steps:

• Completed a full assessment of the current state of their technical infrastructure and make improvements / changes where required to get it stable. 
• Assessed the company’s technical support needs (i.e. frequency, and staff)
• Hired appropriate full-time resources
• Implemented a central Help Desk that allowed users across all national offices to lodge technical requests by phone or E-mail. 
• Deployed a structured approach to delivering consistent and efficient Help Desk support.
• With the client, determined business critical systems, functions and users, so that Help Desk is able to determine the priority sequence used to resolve issues. 
• Developed a Help Desk ticket tracking system. 
• Implemented a regular monitoring and maintenance program to keep systems up to date (i.e. anti-virus, system updates, etc)
• Develop and maintain backup and disaster recovery procedures. 
• Provided emergency after-hours response coverage, nation-wide.             

Results: Stabilized computer environment with a significant reduction in downtime

• Improved efficiency for all staff
• Removed management’s burden of having to manage their own IT department
• Assist management with matching hardware and software purchases to meet growing and changing business needs
• Through regular monitoring and proactive technical procedures, we are able to identify and resolve issues before they have detrimental effects on the business
• Client’s technical environment is now well-positioned to easily adapt to any changes in business procedures. 

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