A particularly interesting assignment involving service delivery rather than project delivery. The Internet security arm of Global Crossing ran a specialist helpdesk for clients who had managed firewall services. Jackman Enterprises were brought in to reshape the running of the helpdesk especially around the processes and team formation. Urgent action was required to deal with an ever growing backlog of calls and the desk had to be run whilst process improvements were put in place.

Managed Firewall services help corporate clients meet their compliance and security objectives by managing and monitoring their firewall hardware and software. The service provides 24x7 administration and support for multiple network security functions including anti-virus, content filtering, anti spam, anti-spyware and so on.  When problems occur the helpdesk is there to provide support.  The helpdesk had become dysfunctional with a major backlog of calls combined with staff motivation issues.  JE was asked to develop a solution to this problem. The processes were all sound but a new approach to management was needed. This was a rewarding assignment as the team of specialists grew and developed in maturity throughout the change programme and came out stronger as a result.

WHAT JACKMAN ENTERPRISES DELIVERED

• Team reshaping
• Team leadership
• Day-to-day helpdesk management
• Reduction of open calls to a manageable level
• Coordination with other managers to ensure a smoother customer experience
• On the job mentoring of key staff in best practices

SCALE

• 250 corporate clients
• Big names: Virgin, John Lewis, Bovis Homes, Tate and Lyle
• 24/7 network support
• Team of 8 internet security specialists
• Managed firewalls