Providing help desk support to employees as well as IT infrastructure support can be a challenging task for a large organization with onsite, offsite and offshore locations. One of the largest independent liquids terminal and pipeline operators in the nation, was faced with such a challenge.
Y&L’s solution was to combine the right people, processes and metrics custom fit to the client’s needs. The customized 24x7x365 onsite and offsite helpdesk solution included phone, email and live chat support for close to 2,000 end users and 1,850 work stations globally. In addition, Y&L’s team provided Tier 1& 2 in-person workstation and multifunction printer support for more than 600 users and 500 workstations at the client’s headquarters.
Further, Y& L provided 24×7 server monitoring, patching, after hours and weekend phone support, which dramatically improved access and availability for the organization.
Within the first three months of working with the client, Y& L was able to resolve almost three times the number of incidents reported by the organization’s previous helpdesk provider. Response times also dramatically decreased. In fact, prior to Y&L’s involvement it took 147 hours on average to resolve a Level 2 incident and within a year Y&L’s team reduced that response time to 38 hours.