Overview
OB Collective was engaged by a UK central government department to provide comprehensive service desk support for around 30,000 users. The department was undergoing a digital transformation with a diverse technology stack, including both Windows 11 and macOS devices, running Office 365 for productivity and collaboration.
The primary goal was to deliver efficient and scalable Level 1 and Level 2 support, ensuring high levels of service availability, user satisfaction, and operational efficiency. OB Collective was tasked with ensuring seamless day-to-day operations while supporting a growing number of remote and office-based users.
Challenges
User Diversity: Supporting both Windows 11 and macOS platforms presented a challenge due to the different skill sets required for troubleshooting and issue resolution.
Scale: With approximately 30,000 users spread across multiple locations, the service desk needed to be scalable and responsive.
Remote Work: A large percentage of users worked remotely, requiring enhanced support for connectivity, VPN issues, and Office 365 access
Efficiency: Reducing ticket resolution times and improving user satisfaction while maintaining compliance with stringent government security protocols.
Objectives
- Provide seamless Level 1 and Level 2 support for approximately 30,000 users.
- Ensure high availability of services with rapid response and resolution times.
- Implement an efficient ticketing system that prioritises user issues effectively.
- Develop a standardised service desk knowledge base to expedite issue resolution.
- Deliver robust support for both Windows 11 and macOS users.
- Ensure integration with and support for Office 365 as the core productivity suite.
Solution
OB Collective implemented a structured, scalable, and highly responsive service desk solution that covered both Level 1 and Level 2 support. The approach was tailored to the department's specific needs, ensuring optimal support for both Windows and Mac users.
1. Service Desk Structure
Level 1 Support: Initial triaging of all tickets and resolution of common user issues such as password resets, email configuration, connectivity problems, and basic Office 365 queries.
Level 2 Support: More complex troubleshooting, including deeper Windows 11 and macOS issues, software conflicts, Office 365 integration challenges, and VPN access.
2. Proactive Office 365 Support
Office 365 was a central part of the department’s technology stack, used for email, file sharing, and collaboration. OB Collective established a specialised team within the service desk to handle Office 365-related issues, ensuring quick resolutions for problems related to email, SharePoint, Teams, and OneDrive.
3. Streamlined Ticket Management
OB Collective owned a centralised ticketing system to manage user requests and ensure prioritisation based on severity and business impact. Automated ticket routing allowed for faster response times and ensured the right resources were allocated to resolve each issue.
4. Knowledge Base Development
To improve first-time resolution rates, OB Collective developed a comprehensive knowledge base that documented common issues and their solutions. This allowed the team to resolve recurring problems more efficiently and reduced the need for escalation to Level 2 support.
5. Remote Support Capability
With many users working remotely, OB Collective enhanced the remote support capabilities of the service desk, enabling technicians to provide assistance through remote desktop tools and other collaboration platforms. This was critical in resolving VPN and connectivity issues without requiring physical access to the user's device.
Outcomes
Reduced Ticket Resolution Time: The average resolution time for Level 1 tickets was reduced, ensuring quicker support for common user issues.
Improved User Satisfaction: With faster response times and efficient issue resolution, user satisfaction scores increased by 20% within the first three months.
Increased First-Time Fix Rate: The comprehensive knowledge base helped increase the first-time fix rate, significantly reducing the number of issues that required escalation.
Seamless Multi-Platform Support: OB Collective’s engineers successfully provided cross-platform support for both Windows 11 and macOS users, ensuring consistent service delivery regardless of the user’s operating system.
Enhanced Office 365 Support: The specialised Office 365 support team resolved issues with email, file sharing, and collaboration tools rapidly, minimising downtime for key productivity services.
Scalability: OB Collective’s service desk was able to scale up and down as needed to meet changing demand, handling peak periods without compromising service
Key Deliverables
Level 1 and Level 2 Support
for 30,000 users across Windows 11 & macOS platforms
Dedicated Office 365 Support
for email, SharePoint, Teams, and OneDrive
Remote Support Capability
for a dispersed workforce, ensuring continuity for remote users
24/7 Ticket Management
with a streamlined process for prioritising and escalating issues
Scalable Service Desk Operations
that aligned with the department's evolving needs