Case Study: Managed Service Desk Support
Case Study
Managed Service
Desk Support
The situation
In-house IT staff was swamped with low-level work.
A large healthcare company employed 1,500 full-time IT professionals. Their schedules, though, were clogged with routine Level 1 service desk support—resetting passwords, mapping drives, etc. The work was necessary to operations—but it was also a giant black hole that swallowed all the team’s attention.
The challenge
So much potential. So little time.
The internal team could, in theory, use their expertise to help the company advance business goals. Unfortunately, they didn’t have time to put high-level skills to work. They were mired in an endless slog of responding to Level 1 service requests.
The solution
We took on Level 1 work. In-house pros turned to the big stuff.
They were freed to put their best effort into the business-critical work that yields the biggest payoff. With the Dynamic Quest team responding to Level 1 requests, the in-house team was able to turn their attention to enterprise-level IT projects that fuel the company’s growth. This challenge spurred the competitive instinct that brings out the best in motivated pros.
The results
Response time—and spending—dropped dramatically.
The backlog vanished. Response time went from 2 weeks to 2 hours. Spending was cut by 40%. With such clear ROI, the company asked us to take on their Level 2 service desk tasks, too.
