Client Overview
A global leader in executive search and leadership consulting needed an IT service desk solution that could uniformly scale to thousands of users worldwide. Their goal was to ensure seamless support across regions while maintaining high service quality and operational efficiency.
The Challenge
This enterprise had reached a point where its internal Level 1 support lacked consistency: response times varied, and agents were often familiar only with their immediate environment rather than the global infrastructure. With a large global user base, including high-end corporate recruiters whose time was extremely valuable, downtime translated directly into lost revenue. End users expected fast, seamless IT support to keep their work uninterrupted. Reliable service and exceptional customer experience were mandatory. They needed a partner who could deliver consistent performance and customer-focused support, ensuring calls are answered promptly, and agents were knowledgeable about their entire environment.
Additional challenges included:
- Managing over 5,000 contacts per month
- Delivering 24x7x365 coverage for voice, email, chat, and web submissions
- Implementing ITIL-compliant processes for incident, problem, and change management
- Building a rapidly scalable model that could handle spikes in demand without compromising SLAs
Our Solution
Mechdyne partnered with the client to design a comprehensive IT Service Management program based on their current state and desired goals. Through our Global Service Desk, the solution included:
Dedicated Expertise: One dedicated agent focused on Active Directory administration, while three Level 1 agents handled tickets during core business hours. Additional shared resources provided overflow and weekend support.
Always-On Support: A 24×7 service desk powered by Mechdyne’s ITSM tool that ensured uninterrupted assistance for global users.
Advanced Capabilities: Remote Level 2 support addressed complex issues without requiring onsite visits. A self-service portal and service catalog empowered users to resolve or submit common issues independently.
Data-Driven Reporting: Robust reporting tools tracked SLA compliance, call performance, and customer satisfaction, enabling continuous improvement.
Challenges to Solutions:
| Challenge | Solution Delivered |
| Inconsistent Level 1 support and slow response times | Implemented a 24x7x365 Global Service Desk with ITIL-compliant processes for consistent, reliable support |
| Agents lacked global environment knowledge | Dedicated, trained agents familiar with the client’s entire infrastructure |
| High-value recruiters losing time due to downtime | SLA-driven performance: 80% Level 1 resolution, <10% abandon rate, 95%+ satisfaction |
| Managing 5,000+ contacts per month | Scalable staffing model with overflow and weekend support |
| Need for ITIL-compliant processes | Integrated incident, problem, and change management workflows |
| Spikes in demand without compromising SLAs | Flexible model with rapid scalability, including contract amendments and per-agent pricing |
Implementation Process
The rollout was completed in 8–10 weeks, including:
- Custom IVR scripts and toll-free numbers for global accessibility
- End-user orientation sessions and IT staff training
- Defined regular operational reviews and strategic meetings to refine processes
Impact & Results
The partnership delivered measurable improvements:
- SLA Success: 80% Level 1 resolution rate, <10% abandon rate, and 95%+ customer satisfaction
- Efficiency Gains: Reduced call volumes through self-service and proactive problem management, freeing the IT team to focus on higher-value projects
- Scalability: Adapted to evolving needs with contract amendments, including a shift to per-agent pricing after years of proven results
Key Metrics
- Initial contract: A 3-year term
- Total length of engagement: 9+ years
- Supported applications: MS Office 365, Lotus Notes, Adobe Suite, Citrix, VPN clients, and major OS platforms
Why It Matters
Gains were realized almost immediately. The goals of reliability, scalability, and exceptional user experience were delivered seamlessly with a tailored, ITIL-compliant service desk solution and thorough implementation. IT support for large, global enterprises can benefit from augmentation of their existing team. Even the biggest organizations benefit from the right partner.