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First line service desk support for leading property consultant

About our client

Our client is the Uk’s leading and most diverse real estate advisory led business. It has 12 offices in the UK, headquarters in London and 1,500 staff around the UK. Their service offering spans the entire property lifecycle from strategy and planning, through to delivery and management.
With a history of expansion and acquisition, the company’s internal IT team was well established but they needed to extend the strength and capacity of their own internal IT team to help deliver a fully optimised service that was more robust and scalable to support their future growth.

Solution

An outsourced service desk solution was sought and Acora was chosen to provide comprehensive first line support 7-7 five days a week across the company’s entire regional network through its 24/7 helpdesk. Problems that can’t be fixed by first line support (notably property specific applications) are passed to second line support for someone more qualified to fix the problem.

Acora was seen as an ideal partner as it didn’t provide an ‘out of the box solution’ and was able to adapt its offering to match the company’s particular needs and strategy.

Outcomes

The company is increasingly reliant on IT to support its agile workforce. That brings tough challenges. Acora’s 24/7 helpdesk provides the ‘big company’ style IT support this top 5 property consultant’s business needs: service desk support that delivers people, processes and systems that are fully scalable.

Another key benefit is Acora’s flexible service model and market leading continual service improvement (CSI) programme. The company has an outsourced solution that is tailored to its own individual requirements and is constantly reviewed, adapted and improved.

By offloading first line support to Acora, costly down time is a thing of the past and the internal IT team can focus on delivering leading edge IT to its clients ‘anytime, anywhere, any place’.

Having worked successfully with Acora for the past seven years, the company is now viewed by the company as a strategic visionary partner.

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