Case Study

Offshore tech support provides onshore relief during COVID crisis

Offshore tech support provides onshore relief during COVID crisis

Staff Domain worked closely with Interlinked’s Service Team Managers to put together a skillset matrix. These included an analysis of current onshore support staff and the mapping out of the roles required to fill in any critical skill gaps. Staff Domain then launched a recruitment campaign, shortly after which Interlinked appointed four highly trained and experienced tech support agents to levels 1 to 3 support tiers.

To further assist the time-poor management team, Staff Domain helped create all the processes around how all the calls are managed, answered, and escalated. Training on various software such as Autotask, Datto RMM and IT Glue were also facilitated, which resulted in faster onboarding. More importantly, Staff Domain provided thorough monitoring and support to ensure Interlinked’s offshore team worked like a well-oiled machine

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