Challenge In 2018, TRC Companies, Inc., a fast-growing, multinational engineering consulting and construction management firm, embarked on a venture to increase the efficiency and accessibility of its internal service desk. With more than 5,000 employees dispersed throughout 150 offices across the globe, the initiative to provide comprehensive service was no small feat. TRC first considered the challenges brought about by its office-to-service-desk-staff ratio. “Many of our offices only have five to ten people in them, which was challenging from a support standpoint because we can’t have service desk staff in every office,” explained David Paul, practice manager, IT ServiceDesk. “It’s even an issue in our big offices – we have service desk staff based there, but they may rotate off

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