The Challenge

How to staff IT technicians for around-the-clock support on a budget.

Our client's primary concern was to maintain a 24/7/365 IT Helpdesk without draining resources or affecting team morale adversely. With a full-time Tier-1 engineer dedicated to covering the after-hours/overnight shifts during weekdays and another for weekends, they found themselves in an unsustainable situation. Resources needed to be committed, but call volume was light: only 10 calls per week. Accompanied by the added burden of covering holidays which often saw zero calls, it required our client to pay engineers time and a half with minimal output. They were in search of a cost-efficient, yet effective way to ensure around-the-clock coverage without overtaxing their team or their budget.

Collaboration with the client is the key to a successful transition.

Understanding the unique challenges that the client faced in maintaining a 24/7/365 helpdesk, Helpt dove into the intricacies of their operations. They began by working closely with the IT service manager to craft client-specific notes and documentation. This meticulous attention to detail ensured that Helpt's technicians could replicate the productivity of our client's in-house team. The emphasis was on making the transition seamless. By the time Helpt took over, the support line was virtually indistinguishable from the prior setup - serving as a testament to the pre-implementation efforts invested by both parties. Beyond onboarding, Helpt integrated a host of processes to support their engineers throughout the engagement. From easily accessible documentation to clear protocols, every step was optimized to ensure efficiency and quality of service.

The Results

Saving the client money and giving them the ability to focus on high-level income-generating projects instead of level 1 trouble tickets.

By implementing Helpt's finely-tuned solution, our client achieved remarkable operational efficiency - successfully reducing headcount while increasing productivity. The restructuring liberated Tier 2 and 3 engineers to focus on revenue-generating projects and sales, while Helpt engineers became the indefatigable first line of defense for all incoming calls, 24/7. The changes not only set the stage for scalable growth but also catalyzed a significant improvement in morale.