Case Study: World's Largest Computer Company achieves centralized IT support and cost savings with Infinite Computer Solutions' iTaaS Helpdesk

Enhanced Business Value from IT Helpdesk Implementation via iTaaS

World’s Largest Computer Company, one of the world’s largest computer companies and systems integrators with a long history in Singapore, needed a centralized single point of contact for end users in the Singapore region to handle IT assistance requests by phone and email. Infinite Computer Solutions addressed this challenge with its iTaaS (Infinite Tech-support as a Service) helpdesk offering.

Infinite Computer Solutions implemented a cloud-based iTaaS framework aligned to ITIL V3 to standardize and manage IT support, including incident tracking, escalations, notifications, and closures, with IVR, email, SMS, and multi-device access. The result was a centralized SPOC for IT queries, significant cost savings, 100% of calls answered within 15 seconds versus a 95% target, and 100% of Severity 1 and 2 issues escalated within 10 minutes.