Information and Communication Technology (ICT)

Client Background: A leading ICT and telecom services provider facing recurring IT support issues across its user base.

Challenges:

1. High volume of calls related to password issues, particularly O365 and AD.
2. Frequent WiFi connectivity disruptions for laptop users.
3. Reports of system performance issues, including slowdowns and hangs.

Approach:

1. Analyzed call logs over six months to identify patterns and user types.
2. Discovered that overloaded Access Points were causing WiFi disruptions.
3. Identified that endpoint security scans were impacting system performance.

Solutions Provided:

1. Enabled Single Sign-On (SSO) for users, reducing call volumes.
2. Installed high-end Access Points to improve WiFi connectivity.
3. Implemented an agent-less endpoint security product to minimize operational impact.

Results:

• Reduced Call Volume: Significant reduction in password-related support calls.
• Enhanced Connectivity: Improved WiFi reliability and accessibility.

Optimized System Performance: Reduced system slowdowns and improved overall user experience.