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Home > Improve Service Delivery by Outsourcing | nGAGE

Improve Service Delivery by Outsourcing | nGAGE

Jul 31, 2021

Proudly supporting nGAGE 

Optimising IT made some compelling commitments during our IT Services partnership evaluation stage. It has been refreshing that they have delivered on their promises and executed an expedited implementation program that exceeded our high expectations. This is a true partnership between Optimising IT and nGAGE to deliver a great user experience for our staff.

The Challenge Faced by nGAGE

nGAGE is a UK-based Global specialist recruitment group which genuinely supports, steers and brings together specialist recruitment businesses, enabling them to become market leaders in their chosen sector.

With c. 850 users, the volume of support tickets and service requests was overwhelming the in-house networks and infrastructure team, causing a reactive service with delays in IT projects needed to drive the business forward.

The ticketing system was unable to provide accurate or useful Management Information, making it hard to meaningfully measure performance, targets and improvements made by the support function.

Following an evaluation of internal resources, nGAGE decided to outsource their 1st and 2nd line support activity. Optimising IT’s Service Desk were awarded a multi-year deal following a competitive bid process, to allow the in-house networks and infrastructure team to progress internal IT projects in a co-source model.

The Approach: How Did We Do It?

Having analysed the information available in the old ticketing system, Optimising IT helped nGAGE identify areas for immediate improvement and ticket reduction initiatives. The nGAGE in-house team rolled out self service solutions for common requests such as password resets.

Highlights and Key Benefits for nGage

For a smooth and successful transition, Optimising IT recognised that cultural engagement and a great first impression was key for success, especially being nGage’s first service desk outsource venture. Following insightful discovery sessions with the in-house team, a controlled roll out to specific business divisions was launched in a phased approach. Communication was maintained throughout the process, allowing for adaptations where needed and ultimately accelerating the support roll out across all distinct business units.

The nGAGE in-house team were given full licenses to our ITSM ticketing system, meaning they could manage requests coming into their team and we could capture this valuable data in useful reports. This has since been rolled out to other departments within nGAGE and continues to provide valuable insights.

As with all our clients, Optimising IT put our experienced support staff on the front line in a ‘straight to second line’ service model, with a focus on resolving as many incidents on the first call. The nominated technical lead attended training sessions on 3rd party software and created a document library for reference by the rest of the team.

Our Service Desk Admin function documented and refined the IT processes for service requests, such as new starters and leavers, giving consistency in delivery. In tandem, nGAGE implemented internal process changes to support this.

We implemented detailed and accurate Service Desk reporting to monitor ticket volumes, help spot trends and monitor our performance. Discover the latest trends in recruitment and the top 5 IT issues facing recruitment businesses.

Contact Resolution

78% Average First Contact Resolution

Customer Satisfaction

98.8% Average Customer Satisfaction Score

rapid response

Rapid Response Time

cyber-focused approach

Cyber Focused Approach

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Why Choose Us

why choose us

CONSULTATIVE APPROACH, ELEGANT IT SOLUTIONS

Our consultative approach enables us to get to know your business, so we can deliver elegant IT solutions that are cost-effective and in tune with your business needs.

HIGH QUALITY SERVICE, STRAIGHT TO 2ND LINE

Our UK based Service Desk goes straight to a highly qualified 2nd line support engineer, guaranteeing a quick response and resolving most issues at First Contact. That’s why we’re able to consistently achieve over 78% First Contact Resolution (FCR). This keeps staff downtime to a minimum compared to traditional 1st line slow to respond Service Desk models.

EXPERT TEAM, SEAMLESS INTEGRATIONS

Our commercially focused, highly experienced team understand the importance of seamless integration with in-house teams and delivering a consistent, high standard of service.

MEASURING SUCCESS, KPI DRIVEN

Our services are continually monitored and KPI driven. Our reporting is shared in a collaborative way, guaranteeing transparency and a focus on continued service improvement from a high-quality baseline.

FLEXIBILITY, CO-SOURCE OR OUT SOURCE SERVICES

Our Co-source and Out-source services mean we are flexible in our approach to deliver the appropriate level of support for all our customers.

CONNECTED WITH TRUSTED TECHNOLOGY

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CONSULTATIVE APPROACH, ELEGANT IT SOLUTIONS

Our consultative approach enables us to get to know your business, so we can deliver elegant IT solutions that are cost-effective and in tune with your business needs.

EXPERT TEAM, SEAMLESS INTEGRATIONS

Our commercially focused, highly experienced team understand the importance of seamless integration with in-house teams and delivering a consistent, high standard of service.

FLEXIBILITY, CO-SOURCE OR OUT SOURCE SERVICES

Our Co-source and Out-source services mean we are flexible in our approach to deliver the appropriate level of support for all our customers.

HIGH QUALITY SERVICE, STRAIGHT TO 2ND LINE

Our UK based Service Desk goes straight to a highly qualified 2nd line support engineer, guaranteeing a quick response and resolving most issues at First Contact. That’s why we’re able to consistently achieve over 78% First Contact Resolution (FCR). This keeps staff downtime to a minimum compared to traditional 1st line slow to respond Service Desk models.

MEASURING SUCCESS, KPI DRIVEN

Our services are continually monitored and KPI driven. Our reporting is shared in a collaborative way, guaranteeing transparency and a focus on continued service improvement from a high-quality baseline.

connected with trusted technology

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