The reaction of regular recruitment consultants to a client struggling to cope with the level of support tickets being submitted would be something along the lines of: “Hey, we’ll help you recruit more IT helpdesk staff”.

But Accessplc is not a regular recruitment consultant.

We are technology recruitment specialists, but we are also IT consultancy and automation specialists. So, when our client, a large global bank, explained their IT ticket issue to us, we had an alternative solution.

Instead of suggesting that we facilitate the recruitment of even more staff, we explained how we, through the product suite and expertise of our sister company, could substantially reduce the number of support tickets the bank’s technical resources had to deal with.

Not only would additional recruitment be unnecessary, but existing technical resources would have more time to work on value-adding projects, such as the bank’s Digital Workplace transformation initiative. And we would enhance the digital employee experience (DEX) across 120,000 users.

The project was a huge success. The headline: L1 and L2 support tickets were reduced by 65% within six months. For more information on this project, read the case study published on the website of our sister company, Access IT Automation.