Case Study: NSK achieves faster multilingual IT support and more strategic focus with Littlefish's Pod Service Desk

How Littlefish’s personal Pod approach to IT Service Desk allowed NSK Americas to finally tackle the strategic issues

NSK Americas, the American region of a global motion and control engineering company, faced significant strain on its six-person IT service desk. A hiring freeze, combined with rapid business growth and the need to provide 24/7 support in English, Spanish, and Portuguese, led to slow resolution times of 48-72 hours and poor user satisfaction surveys. This prevented the internal team from focusing on strategic projects.

Partnering with Littlefish, NSK implemented its "Pod" approach to IT service desk. Littlefish provided a dedicated, multi-lingual team that became an integrated extension of NSK's own staff, building deep knowledge of its unique applications. The solution nearly doubled support resources, enabling 60% of issues to be resolved on first contact and freeing the internal team to tackle strategic infrastructure projects, thereby transforming service quality and operational efficiency.

NSK

Donald Banks

Head of IT Services for the Americas