How FlairsTech Built a Scalable IT Service Desk for a Global Software Provider

About the Client:

The client is a leading global software provider offering a broad portfolio of software solutions and services to organizations across multiple industries. With thousands of employees and customers worldwide and a complex hybrid IT infrastructure, the client required a scalable and efficient IT service desk to support its global operations.

Challenges:

As the client’s global operations expanded, its IT environment presented several challenges

• Legacy systems and a complex hybrid IT infrastructure spanning on-premises and cloud environments
• Global operations across multiple offices and time zones
• Continuous expansion requiring a scalable and flexible support model
• Lack of standardized ITIL-based procedures and an ITSM solution
• No established follow-the-sun support model
• Decentralized user administration and permissions
• Limited knowledge bases and documentation for issues and resolutions

Solutions:

FlairsTech implemented the following solutions to fix the challenges mentioned above:

• Led the migration to an ITSM solution aligned with ITIL standards
• Established a dedicated service desk team with ITIL-based procedures
• Implemented follow-the-sun support to provide global coverage
• Delivered multi-level IT service desk support
• Established multi-channel support through chat, service portal, and email
• Implemented remote monitoring and management (RMM) capabilities
• Centralized user permissions and administration
• Migrated the legacy softphone system to a cloud-based solution
• Supported 16+ migration projects to Microsoft 365
• Implemented Directory-as-a-Service
• Supported datacenter migration to AWS
• Introduced zero-touch deployment for endpoints

Impact:

The engagement established a scalable global IT service desk capable of supporting the client’s growing workforce and complex technology environment, including:

• 24/7 global support through a follow-the-sun model
• Standardized IT service management aligned with ITIL practices
• Multi-level and multi-channel support for employees worldwide
• Centralized user administration and improved access management
• Scalable endpoint and infrastructure support across a growing global organization
• 16+ Microsoft 365 migration projects supported through the engagement