IT Outsourcing
Service desk transition for a distributed workforce
Took over first and second line support for a distributed workforce and cut average first-response time from over a day to under thirty minutes.
- Client
- Logistics operator, 6 sites
- Sector
- Logistics
- Location
- Quebec, Canada
- Year
- 2024
The challenge
Where they started
Support requests arrived by personal email and text message to two overloaded internal staff. Nothing was tracked, and recurring issues were never addressed at the root.
What we did
The approach
- Introduced a single ticketing front door covering phone, email, portal and WhatsApp.
- Defined severity levels, response targets and an escalation matrix agreed with the leadership team.
- Documented the top thirty recurring issues and built a knowledge base for first-line resolution.
- Ran root-cause work on the five highest-volume issue categories to remove them permanently.
Results
What changed
- average first response
- 27h to 24minaverage first response
- resolved at first line
- 78%resolved at first line
- monthly ticket volume after six months
- -41%monthly ticket volume after six months
- supported from one queue
- 6 sitessupported from one queue
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