Maintain
A managed IT support team that scaled with the account
Global business process management firmA resident managed-services team covering service desk, desk-side support and infrastructure operations, scaled by 38 percent as the customer's estate and headcount grew.
At a glance
What the programme covered
94
Resources deployed at peak
38%
Team growth over the term
Multi-site
Delivery locations covered
Shift-based
Extended-hours coverage
The challenge
- Support demand growing faster than the customer could recruit and onboard technical staff.
- Multiple delivery locations needing consistent process, not locally improvised practice.
- Extended operating hours across shifts, with coverage that could not lapse.
What we did
- Started with a core resident team sized to current ticket volume and site count.
- Added roles in planned tranches as volumes rose, from 68 resources to 94.
- Standardised process, shift rosters and escalation across every delivery location.
Scope of delivery
Executed workstreams
Service desk
- Ticket logging, triage and first-line resolution
- Remote support for distributed users
- Knowledge base upkeep and repeat-issue reduction
Desk-side support
- Endpoint break-fix and hardware replacement
- New-joiner setup and user moves
- Peripheral and meeting-room support
Workforce management
- Shift rostering across extended hours
- Backfill and leave cover so coverage does not lapse
- Skill mapping and progressive upskilling
Outcomes
What the customer got
- Support capacity grew with the account without the customer recruiting directly.
- Consistent process applied across every delivery location.
- Coverage sustained across shifts through planned rostering and backfill.
Next step
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