How we support a global company
One of the hardest parts of any organizations IT tech support structure is making sure that you’re providing top tier tech support every time a customer engages you. What happens however if you’re a worldwide organization? At G Adventures, we’re a company made up of an extremely diverse workforce. 25 offices worldwide with localized support in Toronto, London, Melbourne, Lima and Bangkok and additional locations as diverse as Nairobi, Delhi, Istanbul and Quito.
So how does our group of Solutionators (Our Helpdesk team name) manage to help the offices that we’re not localised in? What happens if one of our users needs admin rights at 1am in the morning? Or needs an updated copy of their favourite browser?
Providing 24/7 service
This is by far the most important aspect of our team. The support team are a completely reachable team at any time of day. Staff can reach out to us by submitting a ticket and it will hit our inbox to be dealt with. With having staff around the globe, we’re never offline. When one staff member clocks off for the day another one hops online. Slack also helps with this for any urgent requests, plus it helps that our team is full of awesome, service first minded people.
Self Service Tools
Let me preface this paragraph to tell you that I’m a total Apple and JAMF fanboy. We’re predominately an Apple OS company and we use Casper’s Mobile Device Management program, JAMF Pro, to manage our Macs and IOS devices. JAMF’s Self Service is the perfect tool we leverage to empower our customers to help service their own computers and not always need to rely on the support team to install apps or services that they need in their roles. Why is this great? Firstly, it gives end users instant access to a full self service, self help destination of diversified resources. If the user needs an update to Chrome, Firefox, Adobe or Slack it’s in Self Service. We have full control over what is installed on the end users machines, all apps that are in the Self Service catalogue are approved and pushed by us. A common example is that as a company, our users are always travelling, so let’s say they need a printer installed instantly and they’re in an office where they don’t have localised support. We’ve been able to create a subheading in Self Service for worldwide printers that the user can install the printer of the office that they’re in. Instantly. It’s game changing!
A Culture of sharing and collaborative technology
We leverage Google’s G Suite tools to effectively use collaboration in our workplace. It’s the perfect tool for us to bridge the gap between the vast distances and time zones our environment shares. Using G Drive as a company is the perfect way for us to never feel like we’re never out of the loop as we can check in on documents and work together in one workspace without having any interruptions in workflow. Drive allows multiple people to edit on the same document at the same time, if you’re into that sort of thing.
Great meeting spaces worldwide
There’s nothing better than having our offices around the world fitted with the best technology and meeting rooms so it’s a comfortable work environment for our staff to work in. And that’s where Zoom Rooms come in. Every user has a Zoom profile and can connect with any of our users anywhere in the world. We then have 17 zoom rooms worldwide where our users can enter a room and the technology is set up and ready to use. It’s great for large team meetings, or for 1 on 1’s that a manager is on the other side of the world. The Zoom client is also available in our self service catalogue if anyone needs access to it.
Aligning the support team globally
From our end, it helps reduce help desk tickets and support costs while maintaining control of our environment. Aside from this, it takes a lot of the tier zero jobs away from us so we can prioritise more important tasks.
And that’s what it’s all about. More time to focus on bigger picture projects and get our team away from the things our end users can easily do themselves!
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