The client, a global insurance company, found that over time its IT helpdesk activities had become quite cumbersome. Helpdesks across multiple locations further aggravated the problem as requests often went unresolved in the absence of well-defined processes. This not only led to burgeoning costs for support services but also an increase in customer and employee dissatisfaction, which negatively impacted the company’s business performance. Given the complexities involved, the company decided to seek a service provider to refine and manage its critical support function related to IT helpdesks. Additionally, changing technology also meant that there would be a need for training, monitoring and assessment cycles for support staff, which would build more costs into the system. The

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