Catholic Charities provides services to supply the basic necessities of life – food, clothing, and shelter – to people of all ages, faiths, ethnic backgrounds, and economic circumstances.
Immature help desk processes, procedures and practices.
Lacking Enterprise Help Desk software and personnel.
High Operating Costs and Staff vulnerabilities (high turnover).
Symmetrix implemented 24x7x365 Service Desk for users which included Enterprise software, to provide ticket tracking and reporting to Catholic Charities, which lead to a reduction in end-user frustration and increased user productivity.
Leveraging of existing resource infrastructure through SYMMETRIX shared Service Desk and subject-matter-expertise reduced operating costs by over 20% and provided seamless support to users.
Staff vulnerabilities are minimized due to local team of resources and reach back capability of SYMMETRIX.
Symmetrix Solutions implemented helpdesk services, to support over 550 users, in 60 locations.
Implemented Best Practices for the service desk.
Increase creditability with end-user community, resulting in a higher level of confidence with the IT department.
Increased 1st call response and resolution by 30%.
Predictable cost model
Scalability both up and down leveraging shared services model.