The Client
This technology company operates on a global scale, with facilities across North America, Europe, the Middle East, and the Asia-Pacific region. Specializing in the design, construction, and management of digital infrastructure, the organization delivers advanced data center solutions to some of the world’s most prominent enterprises.
With the mission to deliver exceptional service and operational reliability across their worldwide locations, the company also prioritizes strong relationships with both clients and local communities. They decided to outsource support for their mission; seeking a partner to enhance their operational technology, implementing lasting, efficient solutions to ensure continuous performance and long-term success.
The Challenge
As the company continued to expand, its internal IT team began facing a growing volume of recurring support tickets—many stemming from the same root causes. These persistent issues not only consumed valuable time and resources but also impacted user satisfaction and delayed strategic IT initiatives.
The team recognized that quick fixes and temporary workarounds were no longer sustainable. They needed a partner who could go beyond surface-level solutions and help identify and resolve the underlying causes of these recurring problems.
Solution
To proactively support their expanding global operations, the company partnered with Mechdyne to enhance their service desk and deliver seamless international user support.
Mechdyne ensured that the company had the following IT support:
- Manage all incoming contacts to the service desk
- Create and triage new incidents and service requests
- Troubleshoot and resolve Level 1 support issues remotely
- Measure user satisfaction through electronic surveys
- Provide on-demand dashboard reports and service desk metrics
- Conduct monthly service desk reviews with a focus on continuous improvement of the service desk
- Identify opportunities for service improvement
- Offer support options for Remote Level 2 and extending Level 1 support to 24/7/365
The Results
Over the years, Mechdyne has consistently transformed temporary fixes into lasting solutions for our clients. By developing streamlined processes that eliminate recurring issues, we’ve moved beyond short-term workarounds, such as simply bypassing VPN errors, to deliver permanent resolutions. Instead of applying quick fixes, our team invested the time to deeply understand the client’s systems. This approach enabled us to implement efficient, tailored solutions that align with their unique environment and long-term goals.
Mechdyne also has collaborated closely with Level 3 and Enterprise Network teams to design processes that enable the Level 1 IT support team to restore systems quickly and shift focus to higher-priority tasks. Our partnership has also included providing feedback during the development of internal tools—such as those used to reconnect systems to corporate Wi-Fi and regenerate certificates for devices experiencing authentication issues.
Additionally, through collaboration with the L3 team, we identified root causes behind certificate installation and renewal failures. Our Admin team played a key role in resolving these issues, particularly those related to organizational unit (OU) configurations.
The graph below depicts the volume of support tickets over time, broken down into Total Tickets, Break/Fix Tickets, and Admin Tickets. While the company experienced growth in new users, the overall ticket volume has remained stable with the linear trend line for Total Tickets showing no significant upward movement. This stability highlights that by addressing root causes and eliminating recurring issues, Mechdyne has helped the company maintain consistent support performance, even as demand naturally increased with a growing workforce.
To learn more about Mechdyne’s reliable IT support and how we can help your organization reduce recurring issues and improve long-term support performance, contact us today. You can fill out the form below, email us directly at info@mechdyne.com, or call our corporate headquarters at +1.847.437.8700 to speak to a representative today.