Sustaining our Client's Service Desk Satisfaction

For over 4 years, RSA has been the primary supplier of technical support talent to a global chemical product manufacturer's North American Service Desk. During this time, RSA has consistently shown its ability to:

• Deliver candidates whose technology skills and experience meet the requirements of our client's service desk team.
• Present candidates whose business ethics and personality (a willingness to help others) are an immediate fit with the other members of the service desk team.
• Provide frequent on-site mentoring and management of the contractors fulfilling the engagement.
• Collaborate and consult with the client's Service Desk Management Team on a regular basis to reaffirm best practices, respond to performance improvements, and strengthen the understanding of the client's operating challenges.
• Provide progress and status metrics on the team performance.
• Satisfy our client's desire to build its team with the "best and brightest" in order to maintain the required caliber of service to its customers as its primary qualifier for candidates.

Based on this track-record, our client designated RSA as a "preferred supplier," which gives RSA a "first call" for all service desk openings. Today, RSA provides 90% of the service desk contract resources.

Several years ago, our client's Service Desk operation was outsourced to a major IT service provider. Our client was not only disappointed with the return on their investment, but also dissatisfied with the vendor's operational practices and people. After four years of declining service quality from this vendor, our client took action, breaking their 10 year agreement with the service provider. Although this action meant stiff penalties, our client placed a much higher value on delivering reliable and high quality services to their customers and their employees.

Because of the cost savings and their need for flexibility in staffing, our client still preferred to utilize a blended staffing model for their Service Desk, in spite of their previous experience. They opened their recruiting to multiple agencies. Six months later, after experiencing RSA's quality of staff, the company chose to give RSA "preferred" status and to fill the majority of their positions through RSA. For 4 years now, our client has enjoyed the benefits of quality staffing and staff management practices provided by RSA.

When asked, "Why RSA?" the resounding response from the Service Desk Management Team was, "They understand our business, our environment and our style. They always bring us candidates that are a fit for our team".

RSA's account manager conducts weekly calls with each contractor, members of the client's team, and the Service Desk Management Team to assess progress, mentor individuals and remediate any issues. One of the client's Service Desk managers commented, "It's like I always have a co-manager for my team". Together, RSA and the client periodically survey the Service Desk's business users to ensure service levels are met and users are satisfied. Each quarter, RSA holds a team building event that includes the RSA associates, the client's team, and often the RSA recruiters.

Today, contract resources make up about 80% of our client's North American Service Desk Team. This helps them to defray the costs of a fully burdened team while maintaining control and provides the flexibility to retain common skills and obtain specialized skills when required. At the same time, client management maintains control over the team and over service delivery.

Our client's business is expanding and constantly changing. They are moving to new technologies and ITIL processes; this move has opened the door for further partnering with RSA to provide skills and services in other areas such as project management, software integration and system implementation.

RSA prides itself in our desire to go beyond providing people and services to our clients. We make every effort to respond to the individual strengths and needs of each company as a partner and contribute to their business growth and success.

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