The Client

A European professional services organization employing several thousand people across multiple locations.

The work environment included Microsoft 365 systems, end-user devices, business applications, and remote work solutions.

The challenge

A growing number of users and IT tickets was overloading the internal support department.

The organization needed a model that would provide:

• a single point of contact for users,
• predictable response times,
• support for users across different locations,
• standardized support processes,
• the ability to scale the team as headcount changed.

The solution

GS Services launched an IT Service Desk service under a Managed Services model.

The service takeover began with an analysis of existing processes and ticket categories, and the preparation of a knowledge base.

The scope of the service included:

• handling user tickets,
• support for devices, accounts, and system access,
• support for Microsoft 365 and core business applications,
• managing the service catalog,
• monitoring SLA and service quality,
• developing the knowledge base and automating recurring processes,
• regular reporting and service reviews.

The conclusions

• A single point of contact for users,
• standardized ticket handling processes,
• better measurability of IT service quality,
• ability to scale the team without running a full recruitment process,
• reduced workload for the internal IT department.