The clients Senior Identity & Access Management Administrators’ and Engineers’ daily maintenance workload was interfering with their ability to complete strategic and higher value work.
To meet the challenge, Onshore provided Level 1 and Level 2 support teams to take over the repeatable and transactional work from the upper level resources. Freeing those highly skilled client assets to focus on strategic and high value work.
Our Level 1 team performs clearly defined, repeatable, and transactional work that is primarily administrative in nature. Our Level 2 team performs work that requires analysis, moderate troubleshooting, problem solving and some configuration implementations. Today, Onshore provides 24/7 IAM support to the client’s global organization.
ninety-nine point three three percentTicket Quality
one point two nine percentManual submission error rate
thirty oneConsecutive Months 100% Resolution SLA Met