Our client is a leading global fund management firm with offices across key financial centres worldwide. Specialising in investment strategies across multiple asset classes, they manage portfolios for institutional investors, high-net-worth individuals, and family offices. With a commitment to performance, compliance, and client transparency, the firm operates in heavily regulated markets — requiring secure, scalable, and reliable IT infrastructure to support its global operations and regulatory obligations.
End-user satisfaction (CSAT) within the first 3 months
First response and resolution times improved
Internal IT staff reported reduction in user support burden
Urgent onsite tickets resolved in under 30 minutes
The Challenge
Our client, a prominent global fund management firm, required a more agile and responsive IT support model across its global offices. While their internal IT team effectively managed core infrastructure and strategic projects, they struggled with:
- Overwhelmed internal IT resources, unable to meet day-to-day user support demands
- Inconsistent onsite support across locations, impacting user productivity
- Delays in issue resolution, particularly for high-priority trading desks and executive teams
- Lack of visibility into recurring issues and trends across offices
- The need to scale support quickly without over-hiring full-time staff
The client needed a co-managed solution that could complement their internal team, provide reliable onsite presence, and enhance user satisfaction without losing control of strategic direction.
What did
Vibework do
To meet the challenge, Vibework deployed its Tech Assist model – a co-managed IT support framework built for fast-paced financial environments:
- Dedicated Onsite Engineers
- Placed experienced Vibework engineers onsite at the client’s London office
- Supported users, meeting room tech, trading floor equipment, and desk-side troubleshooting
- Acted as the bridge between end users and the client’s global IT function
- Integrated Helpdesk + Escalation Framework
- Connected Vibework’s helpdesk with the client’s ticketing platform for seamless coordination
- Handled Level 1 & 2 tickets, freeing the client’s internal team to focus on infrastructure and compliance
- Established SLA-based escalation to ensure rapid resolution of critical incidents
- Proactive Reporting & Issue Trend Analysis
- Implemented weekly issue reports and root cause tracking
- Flagged repeat issues to drive preventative action by the client’s infrastructure team
- Flex Support for Events & M&A Activity
- Provided extra onsite or remote support during critical periods, including quarterly investment forums and acquisition integration projects
The Results
- Improved User Satisfaction
- Reduced Ticket Resolution Time
- More time freed for strategic infrastructure and security projects
- Lower Internal Team Load
- Avoided hiring 3–4 additional FTEs by leveraging Vibework’s flexible model
