The Background
Our client is an international ICT player with a presence in multiple European countries, offering integrated solutions that support the entire ICT life-cycle. The ICT group has three core service offerings:
- Strategic advisory on how ICT can be used to support the customers’ business plans, explore and implement new business models.
- Improvement of business processes and implementation of new and existing ICT solutions.
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Operational issues involve 24/7 operational support for the client’s products, applications, and infrastructure.
The Challenge
As the client’s company continued to grow, there was an increasing need to supplement its managed IT services. With over 1,000 customers in the Benelux, the company is a reputable and highly-valued organization in the region. So, it was important for them to find a reliable local partner with nearshore service centres. Our company fitted these criteria perfectly and offered a flexible staffing model to build a highly experienced dedicated engineering team in Poland according to the client’s requirements.
Strategic Partnership
The collaboration between the ICT group and Pwrteams lasted for over six years. The Pwrteams team integrated with the client’s in-house teams and worked as if it was their own team. We built an ICT Operation team with up to 30 English-speaking experts responsible for server patching, installing new services, working on virtualization, networking, security, automation, upgrading services, and everything in the cloud-like Azure. The team provided 24/7 support (On-Call Duty support / Monitoring / Operations) for these directions:
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Level 1 Technical support:
active monitoring of IT infrastructure and spotting problems, essential support and troubleshooting, ticket routing and escalation to Level 2 support, documentation and analytics.
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Level 2 and 3 support:
setting up, analysing, configuring, upgrading, maintaining and improving IT systems and applications, handling IT Infrastructure issues (servers, network, storage, etc.), troubleshooting and resolving incidents, problems, service requests
All ICT Operations specialists were trained in ITIL and were consistently receiving further training. Besides technical support engineers, the team also consisted of process and resource coordinators who ensured that the team met the client’s Response, Intervention, and Resolution SLA for all tickets. We also acted as an extended recruitment and HR team for the client, closing talent-related inquiries, both planned and urgent. For instance, if the client needed a new profile immediately, we initiated it with a single phone call and provided a pipeline of senior candidates in a couple of days.
The Results
On average, Pwrteams works on about 2,000 tasks a month, more than 99.5% of which are resolved on time.
Such flexibility and high level of quality allowed the client to increase their user satisfaction rates and get the capacity to innovate thanks to their talent.
