Dedicated onsite engineers
Experienced Vibework engineers supported users, meeting rooms, trading technology and desk-side issues in London.
Success story
Co-Managed IT Support with Dedicated Onsite Assistance
A global fund manager needed a more responsive support model that complemented its internal IT team without removing strategic control.
Global fund managementManaged technologyBusiness transformation
Client context
The challenge
A global fund manager needed a more responsive support model that complemented its internal IT team without removing strategic control.
- Internal IT resources were overloaded by day-to-day user demand.
- Onsite support was inconsistent across critical user groups.
- Delays affected executives and time-sensitive trading-floor users.
- The team lacked clear visibility of recurring incidents and support trends.
- The firm needed to scale support without immediately hiring several permanent employees.
Our approach
What Vibework delivered.
Integrated service desk
Vibework worked within the client’s ticketing and escalation processes, handling level-one and level-two demand.
SLA-based escalation
Priority rules and clear ownership accelerated response to urgent incidents.
Trend and root-cause reporting
Weekly reporting highlighted repeat problems and enabled preventative action.
Flexible project capacity
Additional onsite and remote support covered investment forums, acquisition integration and other high-demand periods.
Business impact
The results.
The published case study reports end-user CSAT above 95% within the first three months.
Published response and resolution times improved by more than 40%.
Internal IT reported a substantial reduction in day-to-day user support demand.
Priority onsite incidents were resolved quickly through local presence.
The flexible model reduced the immediate need for several additional full-time roles.