CASE STUDY

Scaling IT Support Services
for Operational Excellence and Innovation

End User Support
Retail

Project Highlights

Scope

  • Expanded the support team and promoted trained staff to handle more complex tasks.
  • Introduced interactive reporting with BI tools and implementing SLAs with quality metrics to ensure service reliability.
  • Transitioned resources to critical projects, including information security, BitLocker, SCCM, and inventory management.
  • Activated Knowledge Base and Gamification Applications to improve productivity and staff engagement.

Challenges Overcome

Scaling operations to meet the growing needs of both L1 and L2 support services.

Enhancing service delivery with innovative tools and efficient team structures.

Managing the transition of resources to new technical and security-focused initiatives.

Business Impact

The project resulted in measurable improvements to service efficiency and quality.

Solution SLA
Same-Day Solution Rate
Monthly Records
Records Per Staff Per Day
Staff/Days Supported with Backup

These achievements enabled operational excellence, scalability, and a commitment to high-quality service delivery.

The Client

  • A prominent retail organisation focused on delivering exceptional customer experiences.
  • Required reliable IT support to sustain large-scale operations across multiple locations.
  • Sought scalable and innovative solutions for seamless service delivery.
  • Committed to operational excellence and quality-driven innovation.
A smiling businessman engages in friendly banter with software developers and tech industry leaders at a digital innovation conference, exuding fostering genuine connections.

The Problem

The client needed to:

  • Scale IT support services while maintaining high service quality.
  • Transition resources to address emerging technical and security needs.
  • Implement innovative tools for improved reporting, knowledge management, and staff engagement.

The Solution

A comprehensive approach was developed to meet the client’s needs.

Team Expansion

Increased team size to handle growing service demands efficiently.

Process Improvements

Integrated BI tools for reporting and gamification for staff engagement.

Strategic Reallocations

Transitioned resources to high-priority areas like BitLocker and SCCM projects.

Team & Technology

Tech Stack Utilised

Systems Management

  • Microsoft System Center Configuration Manager (SCCM)

Data encryption

  • BitLocker

BI Tools

Team Composition

A 9-person team

The Outcome

The initiative transformed IT support services for the client.

Improved Efficiency

Streamlined service delivery processes to meet SLAs effectively.

Enhanced Productivity

Empowered staff with tools and training to handle more records per day.

Operational Scalability

Delivered a solution scalable to the client’s evolving IT and security requirements.

This project set a benchmark for delivering efficient and adaptable IT support solutions, ensuring the client’s success in a dynamic operational environment.