Case Study: IT Help Desk achieves faster resolution and streamlined operations with Knowledge Powered Solutions

IT Help Desk - Customer Case Study

The IT Help Desk was struggling under rising pressure to do more with less: stretched resources and budgets, high staff churn, short training windows, and the complexity of supporting BYOD left agents firefighting the same issues repeatedly rather than building reusable solutions. Knowledge Powered Solutions was engaged to address these challenges with a focused knowledge management approach — deploying an advanced knowledge management tool to deliver the right information at the right time and drive consistent, process-driven service.

Knowledge Powered Solutions implemented a centralized, technology-driven knowledge platform that pulls information from in-house articles, forums, guides and social sources, enforces repeatable processes, and shortens onboarding and troubleshooting cycles. The result was reduced duplicate effort, faster time-to-resolution, better first-contact outcomes and improved capacity to support diverse BYOD environments — measurable gains in productivity and training efficiency that directly address issues highlighted by industry metrics such as 30–40% turnover and 49% of staff receiving under two weeks’ training.