Driving Efficiency with Walk-Up Tech Support

SITUATION​

Our client needed to replace their inefficient support desk program by addressing critical gaps in their service desk workforce and decreasing support ticket resolution times. They were seeking a partner to help them implement a versatile walk-up support bar, with a focus on improving the quality of their workforce and alleviating time-consuming oversight that was required at the director level. The walk-up support bar model would provide face-to-face technical support for our client’s customers, allowing for rapid resolution of issues on the spot. We were chosen to stand up the service desk because of our demonstrated history providing effective Support Centers and Workforce Management programs. ​

SOLUTION​

We deployed nearly two dozen technical support resources blended at both senior and junior levels. Our team strategized with client stakeholders to develop effective operational objectives and a comprehensive Workforce Management program including KPI’s, reporting metrics, and performance standards to improve the support center’s effectiveness. On assignment, our technical support resources assisted with a variety of hardware break-fix, installs, computer refresh support, migrations, and more. Their projects ranged in size, scope, and complexity and were constantly changing and reprioritized, requiring continuous management and oversight from our engagement teams. ​

RESULT​

Our solution resulted in overall improved efficiencies and effectiveness of the service desk program, enhancing our client’s accessibility to scalable IT talent with less than 10% attrition. The implementation of the walk-up support bar reduced unproductive downtime by improving ticket resolution speeds, with 93% of our technical support resources considered to be high performing. Additionally, 100% of our resources were high performing in two consecutive quarters, and many were converted to permanent employees for a walk-up support bar for the client’s C-suite. ​