Delivering Personal and Flexible Global IT Support for a UK-Based Organisation
Background & Challenge
A UK-headquartered professional services company with offices in the US, mainland Europe, and Asia was facing increasing difficulty managing IT support across its global footprint. Their internal team was UK-based, and relied on local IT providers or ad hoc solutions abroad—leading to inconsistent user experiences, slow resolution times, and poor visibility into how international offices were supported.
Senior leadership wanted a unified IT support solution that could scale with their global operations, provide a consistent experience for every employee, and reduce the internal burden of managing fragmented providers across time zones.
Initial Assessment
Astec conducted a thorough review of the business’s operations, support gaps, and expectations:
- Stakeholder Interviews: We spoke with heads of departments in the UK and abroad to understand common frustrations, support expectations, and operational requirements.
- Support Review: Existing support channels, escalation routes, and third-party involvement were mapped to assess where things were breaking down.
- Global User Needs: We identified requirements such as local time zone coverage, cultural considerations, and device access for each region.
Proposal Stage
Astec proposed a personal, scalable support model designed around the business’s global structure:
- Dedicated Engineers Per Office: Each international office was assigned its own named engineers—ensuring continuity, familiarity, and a personal experience for local teams.
- Flexible SLA Coverage: SLAs were adapted to match working hours and business priorities for each location.
- Centralised Helpdesk Access: Users could contact support via a unified method, regardless of where they were—streamlining access while maintaining local familiarity.
- Visibility & Reporting: UK leadership was given central access to live reporting, ticket volumes, and service performance across all regions.
- Tailored for Success: The proposal was aligned with how the business operates globally—structured, personal, and adaptable.
Deployment & Ongoing Support
Support went live with immediate impact across the business:
- Global User Coverage: No matter where a team member is based, they receive the same quality of support and fast response.
- Consistent Communication: Staff now have a predictable, friendly support experience regardless of region.
- Efficient Resolution: Common issues are resolved faster and with fewer escalations thanks to familiarity with the client’s systems.
Service Launch & Onboarding
Astec delivered a structured rollout to ensure clarity and continuity across regions:
- Welcome Communications: Staff across global offices received a clear introduction to Astec, outlining how to get help and what to expect.
- Ticket Capture: All active or outstanding issues were logged in our PSA system to ensure nothing was missed at handover.
- Remote Management Setup: Our RMM tools were deployed to enable secure, real-time support across all sites and devices.
- VIP and Contact Paths: VIPs and key users were documented with dedicated escalation channels for quick access and personal handling.
Service Go-Live
- Issue Resolution Begins: Our team began working through the open tickets gathered during onboarding across all regions, ensuring no issues were left unresolved as we went live.
- Global Support Goes Live: The helpdesk became fully operational, and users from every office—UK and international—began receiving consistent, responsive support.
- Strategic Rollout Across Regions: Any agreed strategic initiatives or service improvements were launched in a staged, regionally aligned manner, coordinated with local teams where needed.
Post-Onboarding & Ongoing Service
- Quarterly Business Reviews (QBRs): Held with UK leadership and regional contacts to review support performance, user feedback, and identify improvement opportunities across all offices.
- Realistic Roadmap Planning: As part of ongoing support, we provided input on infrastructure planning and operational improvements at a global level—aligned to business priorities and regional needs.
- Continuous Feedback Loop: Each review feeds back into service refinement—ensuring we continue to evolve the support model alongside the client’s business.
- Dedicated Account Management: A named Astec account manager is available for any escalations or strategic discussions beyond day-to-day support.
- Tailored Experience, Globally Delivered: Though unified in process, our delivery is adapted by region—making the service feel relevant, responsive, and embedded in how each office works.
Outcome
- Consistent Global IT Support: No matter where users are based, they now receive the same reliable, high-quality support.
- Familiar Faces for Each Region: Dedicated engineers per office created strong relationships and faster resolution times.
- Improved Visibility & Oversight: UK HQ has full insight into global support activity and performance.
- Efficient Resolution: Support tickets are tracked and resolved quickly with no regional gaps.
- Empowered Workforce: Staff feel supported and confident that help is just a message away—wherever they are in the world.
- Collaborative, Personal, and Flexible: The support structure evolves with the business and feels like an extension of the team.
“The level of consistency and care we get from Astec is second to none—our global offices feel just as supported as our UK HQ.”
