Delivering IT Support Par Excellence

IT Service Desk

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


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 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.

    Fill the form to download the Case Study

    All fields marked with * are mandatory

    Related Resources

    Hybrid Workplace
    Present Better And Confidently With Speaker Coach In Microsoft Teams
    Unified Communications With Microsoft Teams
    Empower Your People To Work Smarter And Be More Productive
    Case Study
    Real Estate Services
    An Integrated And Secure Data Foundation On Cloud For Actionable And Real-Time Business Insights
    Case Study
    Public Sector – Adult Protective Services
    The Mission Of Protecting Vulnerable Adults Gets A Tech Boost For A US State Agency
    APS On The Cloud
    Make Key Decisions Fast With Our Next-Gen APS Case Management System
    Unified Endpoint Management
    Isolate Threats And Securely Manage All Devices From A Single Console
    Arrow upward