The Challenge: A Growing IT Ticket Crisis
Our client, a leading global investment bank with a workforce of 120,000 employees, was struggling with an unsustainable volume of IT support requests. Despite a highly skilled workforce, the IT help desk was bogged down by repetitive, low-level issues that drained resources and killed productivity.
Key pain points included:
- High volume of Level 1 and 2 tickets – most tickets raised were for routine issues like slow system performance, crashing applications, and corrupt profiles.
- Manual burden – IT staff had to spend hours on basic fixes rather than high-value modernization projects.
- Digital transformation roadblocks – the bank was in the middle of a Digital Workplace project that was at risk because of technical friction created by the high volume of tickets.
What We Did: Implementing Self-Healing Endpoints
To solve these challenges, we deployed Access Symphony, our automation and telemetry platform that proactively monitors and fixes device issues often before the user even notices them.
Real-Time Telemetry with Symphony Agent
We deployed Symphony Agent across all 120,000 devices. This provided our client’s IT team with real-time visibility into the health of every endpoint, allowing them to track performance data and identify patterns in system failures or application lag.
Automated Remediation via Symphony Fix Engine
We integrated the Symphony Fix Engine module to handle common issues automatically. Using historical help desk data and the accumulated know-how of the IT team, our client was able to identify high-frequency ticket types and create automated fixes. This included proactive fixes deployed by the IT team and a self-service portal where users could access fixes without the need to raise a support ticket.
The Results: Efficient, Proactive IT Operations
Within just six months of deployment, the bank saw a significant shift in its IT landscape. By moving to a proactive self-healing model, the organization achieved significant ROI and improved employee satisfaction.
| Metric | Result |
|---|---|
| L1 and L2 support tickets | 65% reduction |
| Mean time to resolution (MTTR) | 38% faster |
| Self-service adoption | 22% of users |
Strategic Impact
- Resource reallocation – the IT leadership successfully shifted headcount from reactive support to critical project delivery and innovation.
- Improved user experience – employees experienced fewer disruptions, leading to higher productivity across the bank’s global offices.
- Culture shift – the organization moved away from a wait-for-it-to-break approach to an insight-driven, proactive IT support model.
To get a demo of Access Symphony and learn more about how it can transform IT support in your organization, contact us at Access IT USA today.