| Global "Follow The Sun" Helpdesk Implementation |
| Problem |
- Large, multi-national corporation spread across 21 countries and multiple time zones had:
- Completely separate help desks and support teams with no common processes, procedures, or skills
- Inability to support traveling users' needs outside of their own territory
- Inability to utilize help desk staff located in other time zones to support extended hours of operation, resulting in higher overtime costs or shorter hours of support for end users
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| Project Objectives |
- Unify all help desk and support teams to improve service to corporation while decreasing support costs
- Institute ticketing system to provide accurate metrics on delivery of IT support
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| Approach |
- Instituted single help desk ticketing system across the corporation
- Provided users with access to single global team that could take advantage of the various time zone differences to provide longer and more cost effective support
- Cross-trained team on any legacy systems outside their own "home" territory
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| Results |
- Corporation was able to reduce support headcount by over 50% while improving end user support
- Traveling users were able to seamlessly gain needed assistance from local support teams
- Provided corporation with consolidated view and metrics of tickets, facilitating improved communications, more proactive problem avoidance, and data to evaluate where training was necessary
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