Prime Trades Contractor – Getting More from Level 1
A prime trades contractor primarily serving the west coast didn’t feel they were receiving quality services or value from their current level 1 service desk provider. After finding Mechdyne online and completing a competitive bid process, Mechdyne IT was selected as the new Service Desk provider.
Challenge
Multiple issues compounded to cause the client to look for a more value-driven service desk – a high turnover of service desk agents, long training times, and too many level 1 issues escalated to the in-house team. The client was paying for services that weren’t meeting their needs, and then also paying their own people to solve unnecessarily escalated incidents, resulting in a double loss.
Solution
Mechdyne delivers a level 1 service desk from 7 am to 7 pm Monday through Friday. Utilizing the client’s ITSM tool, JIRA, our agents focus on issue resolution and client satisfaction. Besides issue resolution and support cost control, the client was looking for the service desk to improve the perception of the IT group as a whole.
Outcome
The client and end-users could not be happier. Mechdyne’s solution was a modest increase in cost compared to the previous provider, yet delivers much greater overall value by reducing the extra work the client’s in-house technicians were forced to perform. The client recently signed a new contract with Mechdyne to provide patch management for their servers, leading to more value for both teams.