service desk

strategies to boost productivity while reducing costs

Service desk managers are confronted with many challenges. This white paper elaborates on the extent of those challenges and offers suggestions for mitigating them through three related techniques that boost productivity while reducing costs.
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CSI improves employee productivity and drastically increases efficiency

A 70-year-old insurance companies’ inefficient computer provisioning process was improved by working collaboratively with Randstad Technologies’ Continual Service Improvement (CSI) practice. The previous two-week wait has been reduced to one day, employee productivity has improved, deployment costs have been minimized, and now the company is able to move forward and focus on important business activities.
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dramatic results from Randstad Technologies service desk best practices

Over the past three years, Randstad Technologies has become a trusted advisor to an 80+ year-old investment services firm. By providing IT Infrastructure and Service Desk operations and support, the client now focuses on core business activities as operational and service desk performance improves.
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Fortune 500 firm uses “one vendor” approach for strategic advantage

Fortune 500 firm uses “one vendor” approach for strategic advantage. By consolidating support and staffing under Randstad Technologies financial services giant the firm has realized numerous improvements and enhanced their operations. Working with one trusted partner freed them to accomplish core functions that enhanced their competitive position and drive their success.
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$1 billion firm reduces number of software applications by 80%

A $1 billion financial and insurance firm services firm reduced the number of software applications by 80% and increased average FCR 10% due to Randstad Technologies implementing a combined on-site and remote solution that included service desk and desk side support, IT asset management, mobile technology support, and automated software distribution.
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single point of contact global service desk improves performance and saves costs

Through outsourcing a great proportion of its service desk support operations to Randstad Technologies and moving to a Single Point of Contact (SPOC) service desk on a global scale, a Fortune 75 technology manufacturer has realized significantly improved performance and cost savings. The implementation of the strategic roadmap will unfold over multiple years.
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CSI increases productivity and reduces labor costs

Randstad Technologies helped a private investment firm increase their service desk's FCR through extensive CSI review. This led to reduced labor costs, increase in productivity and customer satisfaction, quickly resolving problems, increase in job satisfaction and morale.
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higher education service desk support enhances operations

Randstad Technologies’ higher education support services give colleges and universities of all sizes and formats end-user support aimed at enhancing their operating efficiency and customer service.
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first call resolution rate of 98% for credit union clientele

Randstad Technologies provides highly personal, around-the-clock Tier 1 service desk support to credit union members resulting in a first call resolution rate of 98%.
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centralized support model streamlines and improves support

By developing a 24x7x365 Single Point of Contact (SPOC) service desk for Pennsylvania State Police the organization has streamlined their support process and increased satisfaction. Randstad Technologies first performed an extensive discovery that provided detailed support requirements and design documentation and then created the centralized support model.
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on-site solution improves performance and lowers costs at ABS

ABS, one of the world's leading ship classification societies, increased their average first call resolution from 42% to 78% and reduced their call abandonment rate from 9% to 2% due to on-site service desk solution provided by Randstad Technologies.
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outsourced service desk helps maintain high performance levels for top credit card issuer

High performance levels and improved customer satisfaction rates have been attained for top credit card issuer after outsourcing their service desk to Randstad Technologies.
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service desk operating costs reduced by outsourcing 2/3 of Level 1 team

An international financial services firm Level 1 service desk operating costs are reduced by 2/3 by outsourcing the entire management and operation of their Level 1 service desk and their Level 2 hardware support to Randstad Technologies.
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tier 1 service desk support helps global investment banking firm focus on core activities

Tier 1 service desk support helps a global investment banking firm with offices in 36 countries. The client's IT staff is now free to focus on core activities that support business goals, service desk calls are answered promptly and call abandonment rate is miniscule.
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seismic shifts challenge CIO's goals

Learn how a handful of solutions are reshaping the chase for talent and knowledge. In order to stay competitive you need the right people with the right skills at the right time. Equally important, enhancing a firm's strategic position through IT Outsourcing can increase agility, provide consistency in the quality of outcomes and improved customer satisfaction.
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