providing largest global publisher of books and educational materials with 24x7x365 service desk support
IITAE Ltd provides the largest global publisher of children’s books and educational materials with 24x7x365 service desk support
Client Book store
The key challenges the company was facing included:
- The company was receiving more tickets than the existing team of six IT support staff could handle effectively, with 6,000 coming in per month, or 70,000 each year.
- There was very little documentation and no standard IT support processes in place.
There was a minimum knowledge base to help end users or IT support staff easily access critical problem solving processes and techniques.