Delivering IT Support Par Excellence

HTC’s service desk is at the heart of a U.S. city’s crucial applications support.

THE CLIENT

With a workforce of 30,000 people, and opportunities in 1,000 different job categories, a large City in the U.S. is one of the biggest employers in the country. The City operates through the guiding principles of service, integrity, respect, accountability, collaboration, diversity, and inclusion. Also, the City’s administration strives to effectively deliver services,
resolve the challenges facing the city, and make a place where all residents can have the opportunity to reach their potential.

THE CHALLENGE

The City had invested in Oracle EBS HCM to bring more efficiency to its human resources and payroll departments. Ensuring this mission-critical application is supported 24/7 and delivering superior services to end-users have been a top priority. Hence, they were looking to implement a dedicated Service Desk that would act as an extension of their IT Team, support the crucial tickets raised by their internal IT desk, and coordinate with Oracle’s team if needed. Without a dedicated
Service Desk, the City found difficulties in handling their Incident or Change orchestrations: hence, at any given time there was an excessive inflow of tickets that were not responded to or resolved on time.