Estimated Read Time: 3 minutes

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1. Client challenge

A nationwide investment and wealth management firm was looking to improve its IT service delivery to its internal clients through a local outsourced solution, including the provision of:

• After hours Level 1 support Monday through Friday
• 24 hours per day Level 1 support weekends and holidays
• Surge capacity for coverage of overflow and emergency situations
• Smooth integration and handoff to their after-hours partner
• Adherence to service levels for Average Speed to Answer, Abandonment Rate, and First Call Resolution

2. Our approach

• Provided Level 1 shared help desk support, after hours (7:00 p.m. to 7:00 a.m.) and 24 hours per day weekends and holidays, leveraging the client’s ServiceNow tracking system
• Delivered surge capacity help desk support to the firm to cover overflow and emergency situations
• Provided metrics tracking and reporting (e.g., call volume, top 10 incidents, incident occurrence tracking over time, ticket open tracking, etc.)

3. Value delivered

• Transitioned within a 30-day period with minimal disruption to the business community
• Ability to rapidly scale to provide help desk coverage in support of overflow and emergency events
• Consistently met or exceeded contractual service levels

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