Case Study: Optimizing IT Support for a Mid-Level Global Enterprise

A multinational enterprise in the technology sector with operations across the US, Europe, and Asia was facing challenges in managing its IT support services efficiently. Their in-house team struggled with high operational costs, inconsistent response times, and scalability issues in handling Level 1 (L1) till Level 3 (L3) IT support tickets.

Background & Challenges

Optimizing IT support for a Renowned IT company involves streamlining processes, adopting proactive monitoring tools, improving incident management, and enhancing collaboration across regions to ensure efficient and responsive service delivery.

Key Challenges

High IT Support Costs – The in-house support team was expensive, and budget constraints limited hiring additional staff.
Inconsistent Response & Resolution Times – Ticket resolution times were inconsistent,
leading to user dissatisfaction.
24/7 Coverage Gap – The client required round-the-clock IT support but lacked the
resources to implement it efficiently.
Scalability Issues – Fluctuations in IT support demand made it difficult to scale resources up
or down.

Solution Provided by CETPA

CETPA deployed a dedicated team of certified IT professionals to manage support for the client. The solution included:

24/7 L1 to L3 Support: A team of experienced support engineers providing round-the-clock assistance
Cost-Effective Offshore Model: Resources deployed at $22–25 per hour, significantly reducing costs compared to in-house staffing.
Efficient Ticket Resolution: Implemented a structured SLA-driven approach, ensuring 85% of L1 tickets were resolved within 30 minutes and 75% of L2 tickets within 2 hours.
Cloud & Infrastructure Support: Provided continuous monitoring and proactive issue resolution for cloud and on-premises infrastructure
Scalable Resource Model: The team size was adjusted based on ticket volume fluctuations, ensuring optimal efficiency.

Results & Business Impact

30% Reduction in IT Support Costs compared to in-house operations.
Improved Response Time by 40%, ensuring minimal downtime and higher productivity
Enhanced User Satisfaction, with SLA compliance exceeding 95%.
24/7 Availability, eliminating previous service gaps.
Seamless Integration with Client’s Existing IT Ecosystem and tools (ServiceNow, Jira, etc.).

Would You Like to See a Similar Transformation?

We’d love the opportunity to showcase how CETPA can bring similar results to your organization. Let’s set up a quick discussion to explore how we can tailor a solution for your IT support needs.

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Case Study: Optimizing IT Support for a Mid-Level Global Enterprise