Increase the efficiency of a small IT department to meet growing business demands from the user base and transform the negative perception of IT within the company.
All-American has over 300 employees. Its small IT department struggled to keep up with the support demand, as Benjamin Hare, Network Support Technician at All-American, explains: “We run a central helpdesk and the logistics of it meant that if someone rang in with a problem, a technician would need to run over to their desk and fix the issue for them. There was no central repository of all the machines in use, and so the only way to help was to physically go and see them. While the technician was away from his desk, another five calls may go unanswered in the meantime. The reputation of our helpdesk was not great, and things came to a head when we needed to roll out 150 new computers to our sales force. There was just no way we could configure and distribute them all, and we knew we needed some help.”