Challenges:
- Urgent need for skilled onsite IT professionals to handle local infrastructure and end-user support.
- Establishing a global 24/7 tech support framework to cover multiple time zones.
- Managing a diverse portfolio of software licenses for compliance and cost efficiency.
Solutions:
-
Onsite Resource Deployment:
- Leveraged an extensive talent network to source and onboard skilled IT professionals across client locations within two weeks.
- Conducted specialized training for onsite teams to align with the client’s operational and compliance needs.
- 24/7 Global Tech Support:
- Established a follow-the-sun support model with Tier 1 and Tier 2 support teams across North America, Europe, and Asia-Pacific.
- Integrated AI-driven ticket management and escalation protocols for rapid resolution.
- Delivered real-time support through secure remote access tools and localized resources for escalated issues.
- Licensing Management:
- Conducted a comprehensive audit of existing software licenses, identifying redundancies and gaps.
- Negotiated enterprise licensing agreements, optimizing costs by 25%.
- Deployed automated tools for license tracking and compliance reporting.
Results:
- Successfully filled 15+ onsite IT positions across three continents within 14 days.
- Achieved a 99.9% satisfaction rate for global tech support services, with a 45% reduction in ticket resolution time.
- Reduced annual software licensing costs by $500,000 while ensuring compliance with vendor agreements.
- Enabled the client to focus on core manufacturing processes without IT disruptions.