Microsoft Managed Support Solution for a Leading Consulting Firm

12 Feb 2024

The Client:

The client is a leading strategy, consulting, and management business.

The Need:

The client required a solution to strengthen their security posture, improve user support, and streamline IT operations to focus more on their core business activities.

The Challenge:

• The challenges stemmed from inconsistent access controls, the complexity of managing remote and hybrid teams, operational inefficiencies in manual user management, a lack of security measures, and device management.
• Additionally, the unavailability of their IT personnel to address user and Microsoft tickets exacerbated the situation.

The Solutions:

• To address these challenges, a comprehensive solution was implemented.
• A 16×5 managed support team was set up to ensure business continuity and support.
• This team conducted a thorough assessment of the current setup, providing consultation on security setup, best practice recommendations, and implementation of Intune, Defender, and Sentinel. Additionally, a ticketing system was enabled, providing access to the helpdesk from Teams, email, and phone channels.

The Benefits:

• The implemented solution yielded significant benefits for the client.
• It strengthened their security posture, reducing data breach risks related to data, identity, and device security.
• Compliance with industry regulations and standards was improved, while significant time and cost savings were achieved through helpdesk ticketing and a focused resolution approach.
• The user experience was enhanced with better turnaround times, and the solution was scalable for future growth and technological advancements.

Technologies Used:

Key technologies utilized in the solution included Intune, Defender, Sentinel, and a ticketing system accessible via Teams, email, and phone channels.

Conclusion:

The successful implementation of the helpdesk solution allowed the client to focus on their core business activities without being burdened by IT support operations, thus enhancing overall efficiency and productivity.