Providing On-Demand IT Support for a Global Manufacturing Company

Client Overview

An international manufacturing company with operations in over 10 countries, employing around 5,000 staff. The client required a robust IT support system to cater to its diverse locations and varying operational needs.

The Challenge

The client struggled with inconsistent IT support across different regions, resulting in slow response times to technical issues. Their existing IT team was overwhelmed, leading to increased downtime and disrupted operations, especially during critical production phases.

The Solution

MT BYTES established an on-demand IT support system tailored for the manufacturing company:

Creation of a centralized helpdesk that operates globally to provide immediate assistance to all locations.
Implementation of remote troubleshooting tools to resolve issues quickly without requiring on-site visits.
Regular training and support sessions for the client’s staff to enhance their IT skills and understanding of systems.

This approach enabled the company to maintain consistent IT support across all regions.

Implementation Process

Phase 1: Assessment of existing IT support and identification of key pain points in various regions.
Phase 2: Development of a centralized helpdesk system accessible from all locations.
Phase 3: Deployment of remote troubleshooting tools and training for the client’s IT staff.
Phase 4: Continuous monitoring and feedback loops to ensure ongoing improvements.

Results

Reduced average response time for IT support requests by 60%.
Decreased operational downtime by 35% during critical production periods.
Improved overall employee satisfaction with IT support services by 50%.

Key Takeaways

This case highlights how MT BYTES successfully implemented an on-demand IT support system that improved responsiveness and efficiency for a global manufacturing company, enhancing their operational capabilities across multiple locations.