IT Support

Replaced a 3-day average ticket resolution with same-day support.

Q: What results did Industrial Manufacturer achieve with GoIT Tec?

3 days → 4 hrs — Average ticket resolution. 80% — First-contact resolution rate. 2x — IT coverage at lower cost

Industrial Manufacturer·Manufacturing · 320 employees

3 days → 4 hrs

Average ticket resolution

80%

First-contact resolution rate

IT coverage at lower cost

The Challenge

A manufacturing company with 3 shifts and 320 employees was relying on a single in-house IT generalist. Ticket backlogs stretched to 3 days, production floor issues went unresolved for hours, and the IT team was burning out.

The Approach

GoIT Tec took over as their outsourced help desk — providing 24/7 remote support, deploying on-site technicians for production floor issues, and implementing a tiered escalation system that resolved 80% of tickets without escalation.

The Results

3 days → 4 hrsAverage ticket resolution

80%First-contact resolution rate

2xIT coverage at lower cost

"Our floor supervisors used to dread calling IT. Now they actually get answers. The difference in morale alone was worth it."
— VP of Manufacturing, Industrial Manufacturer

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