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Success Stories
Help Desk Process
What happens when an organization of well over 100 employees, all having access to IT resources loses their entire IT staff of three full time individuals, in less than two months? Three individuals, might I add, that took care of everything from infrastructure support, to help desk support, to custom application support. Why you look to outsourcing right? Well if your answer was different, don’t worry most people and organizations would definitely look to replenishing their internal resources with the same type of talent, however due to the time constraints, the organization in question was not going to be able to find the talent required in such a small time frame, so the next question was "WILL outsourcing work?" The answer is yes it did; let me tell you how Oxygen was able fulfill the organizations requirements, while not breaking the budget.
The first step Oxygen performed was to "stop the bleeding" with the talent and experiences on the infrastructure and Help Desk, Oxygen was able to ease the concerns that the organization would have by immediately placing two individuals at the clients site to provide quick remediation of any outstanding or new issues while at the same time understanding what issues were costing the client the most amount of time in support costs. The second step was to implement a centralized Help Desk application where all users had to submit a work request; this allowed the client to have a centralized database of new issues providing better ticket management and the ability to audit the Help Desk process. This step provided the following results; senior management could now see who was having the most issues in the organization, what was causing the issues, and how quickly the issues were being resolved. Secondly this process broke the habit of users walking into the Help Desk office demanding immediate support, or stopping the IT staff in the hallway looking for the same type of remediation. In a sense, and with the backing of Senior Management, we were able to break the culture of entitlement that was prevalent within the organization when it came to IT Support delivery, and on top of that actually provide a manageable and measureable process to help with future IT issues.
Once Oxygen was able to assess some of the challenges and help rectify those challenges on the IT support side of things, it was time to assess what part of the IT assets we were not going to be able to support due to a lack of skill set, be it third party applications, or database development, and figure out how we would support those challenges. We found the best way to facilitate this support was to tap into our partner network. By utilizing the core competencies of established third party companies we able to not only meet the same solutions expectations of the end users, but actually exceed them based solely on the fact that our partners were able to provide focused solutions on the challenges at hand rather than having to deal with an employee who was wearing multiple hats and not able to focus on just one issue.
To conclude, this success story touches on how Oxygen was able to provide focused, measurable, and process oriented support through a single on-site individual to an organization that had employed three full time individuals. The client was able to save money through outsourcing by partnering with companies who were focused on delivery services that were specific to their core competencies, in a nutshell, no matter the size of organization, out sourcing can work.