Service Desk Support – The challenge of decreasing the costs & improving the performance

The challenge of decreasing the costs & improving the performance

Client Overview

Our client is a global IT services company with over 88 offices in 39 countries and more than 22,000 employees, providing offshore, onshore and nearshore IT services, including application development, IT infrastructure outsourcing, systems integration, consulting and strategic staffing to enterprises around the world. With a client base of over 500 active clients, including more than 300 multinational clients, our client maintains a strong presence in different industries.

Business Challenge

The main challenge was to decrease the costs and at the same time to improve the performance of the team in order to fulfill problematic and hard to reach KPIs and SLAs. The goal of the project was to efficiently increase operational capabilities, simplify process flows and create a single hotspot for all technical requests coming from the Eastern European countries.


The project was won by BULPROS and transferred to Sofia, because of the strategic location and BULPROS agile approach. By hiring 9 people and one complete team from Serbia, Macedonia and Bulgaria we managed to cover 5 languages spoken in 9 countries. From the end of 2016 and the beginning of 2017 the process has been organized and transferred to the BULPROS service center. Afterwards, the Managed Service Model has been established. It contains all technology and process frameworks provided by BULPROS. The main benefit for our client and his customers was the professional expertise provided by the well-recruited and later trained dedicated employees of BULPROS.

Details of the Managed Service Model:

  • Comprehensive transition plan to Sofia, Bulgaria;
  • Full assistance during the organization and transfer of the processes to the data processing service center;
  • Definition, capturing and tracking of SLAs and KPIs;
  • Excellent recruitment support by partnered staffing agency;
  • Providing office accommodations, equipment, goods and services required for the implementation of the tasks;
  • Providing framework of IT infrastructure and supporting the customer’s platform integration;
  • Delivering regulatory performance reports.

Main responsibilities of the team:

  • 1st Level Technical support for customer end users;
  • Active Directory User Management;
  • Printers & scanners support and remote maintenance;
  • MS Office products support and troubleshooting;
  • SAP User management and role maintenance;
  • Mobile Operators procurement and administration tasks;
  • Specific company retail applications support;
  • Mobile phones and tablets remote troubleshooting and support;
  • Communication channels – phone, mail, ticketing system.

Value Delivered

By the provided exceptional expertise, BULPROS managed to establish a global support team and immensely improve the existing SLAs and KPIs. High customer satisfaction and cost optimization are just a few of the benefits BULPROS has provided to the client. BULPROS’s team has managed to achieve a success rate of more than 95% for the ticket resolution KPI and over 90% for the rest of SLAs KPIs.