Case Study: NSK reduces internal IT workload with Littlefish multilingual Service Desk

Building A World-Class Managed IT Service

NSK Europe, a subsidiary of a global bearings manufacturer, faced a decline in IT support quality after its previous multilingual service desk provider was acquired. The company required a flexible and high-performing solution for its 3,500 employees across 16 European locations to handle its complex, multilingual IT needs.

Littlefish was selected to provide a 24/7/365 multilingual Service Desk. The solution, which included a thorough engagement and transition process, dramatically improved performance. The internal resolution of incidents dropped from over 90% to less than 40%, while first contact resolution rose from 31% to 85%. This success led to Littlefish also being chosen to support NSK Americas, and 95% of user interactions were rated positively.

NSK