Managed IT Help Desk Services for Large South African IT Company

The Client:

Large South African IT Company with Staff Augmentation Requirements.

The Need:

• Challenges in hiring new recruits with required quality due to the pandemic.
• Existing resources resigned or moved out, leaving the client in need of dedicated 24×7 support teams immediately.

The Challenge:

• Inability to hire new recruits and departure of existing resources.
• Urgent need for manpower support for Microsoft 365 (M365), Windows Services, device troubleshooting, and backup tools with Veeam across multiple regions.

The Solutions:

• Implementation of a 24×7 support helpdesk team.
• Seamless support provided across Microsoft products, including M365.
• Equipped support team with L2/L3 support capabilities.
• Knowledge management streamlined with a knowledge base set up on JIRA and Confluence Cloud.

The Benefits:

• Scaling of business operations despite challenges posed by the pandemic.
• Uninterrupted support provided to clients, without escalations or complaints.
• Facilitation of a headache-free operations setup for the IT helpdesk team.

Technologies Used:

• Microsoft 365 (M365)
• Windows Services
• device troubleshooting tools
• backup tools with Veeam
• JIRA
• Confluence Cloud.

Conclusion:

Establishment of a 24×7 helpdesk enabled the client to sustain and grow their practice and stabilize business operations, even during challenging times.