The situation
In-house IT team was swamped with low-level work
A large healthcare company employed 1,500 full-time IT professionals. Their schedules were clogged with routine Level 1 service desk support — resetting passwords, mapping drives, etc. The work was necessary to operations, but it was also a giant black hole that swallowed all the team’s attention.
The challenge
So much potential, so little time
In theory, the internal team could have used their expertise to help the company advance business goals. Unfortunately, they didn’t have time to put high-level skills to work. They were mired in an endless slog of Level 1 service requests.
The solution
Outsourcing Level 1 support responsibilities
The healthcare company’s IT team was freed to devote their time to business-critical work that yields the biggest payoff. With the Dynamic Quest team responding to Level 1 requests, the in-house team was able to turn their attention to enterprise-level IT projects that fuel the company’s growth. This challenge spurred the competitive instinct that brings out the best in motivated pros.
The results
Response time and costs dropped dramatically
Their backlog vanished. Response time went from two weeks to two hours. Spending was cut by 40%. With such clear ROI, the company asked us to take on their Level 2 service desk tasks, too.
Learn how Level 1 and Level 2 Managed Service Desk Support from Dynamic Quest can reduce response time and provide solid ROI for your business.
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