The Challenge
A global law firm, operating in over 180 countries, was seeking reliable IT support for its operations across 10 key countries in North America and Latin America (LATAM). The firm needed consistent End User Computing (EUC) support to ensure that legal teams working in diverse offices had uninterrupted access to critical systems and tools. They required a solution that could enhance productivity, maintain high security standards, and ensure smooth operations in a rapidly growing environment.
What did
Sybex do
In collaboration with a global IT service provider, we deployed Full-Time EUC experts to offer both on-site and remote support across the firm's offices in 10 countries within NA and LATAM. Our solution involved providing FTE staff for daily IT management and Backfill support to maintain coverage during high-demand periods or staff absences. This strategic approach allowed for seamless integration into the firm’s operations, minimizing disruptions and providing ongoing support to ensure the firm’s legal teams stayed productive and compliant.
The Results
- Provided consistent FTE & Backfill support in 10 countries
- Achieved 99% uptime for critical EUC systems
- Reduced response time by 40%, improving end-user satisfaction
- Ensured compliance with regional IT security and regulatory standards
- Optimized IT support operations, reducing costs by 25%
