Client Under Backlog of Help Desk Tickets Employs Bridge Talent to Provide Resources and Implement New Processes

Background:
A leader in co-axial transmission line technology and production, Bridge Talent client provides the broadest range of transmission line solution for military, aerospace, wireless communications, and industrial applications.

Challenge:
Faced with the need to deploy 15 laptops, Bridge Talent client’s help desk team was paralyzed with back log tickets and unable to tackle laptop roll out during a time of rapid growth.

Challenge 1: Clear and close help desk ticket.
Challenge 2: Deploy laptops for 15 new employees.

Solution:
Bridge contacted an IT specialist to prioritize new and ongoing help desk issues, develop solutions for critical issues with customers and employees without dragging the system and creating a backlog.

– Rework help desk function to run efficiently and eliminate the risk of future backlog:

  • Developed new process for locating and posting tickets, making it easier to receive and escalate issues.
  • Roll out new employee laptops to relieve help desk workload.

Results:
Increased Productivity: New laptops were immediately deployed and new hires were up and running.
Improved Product/Asset: Wait time on help desk issues reduced by over 40 percent. Resolved backlog from 80 to 0 tickets.
Industry: Manufacturing
Skillsets: Help desk, Tech support
Technology: Windows, Linux
Roles: IT specialist

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