How a Multi-Site Professional Services Firm Cut Its Ticket Backlog From 340 to Under 30
Managed IT · Multi-site professional services · 180 staff
- Average first response 11 minutes
- Recurring incidents down 63%
- Patch compliance 98%
The situation
We inherited an unmanaged fleet with no patch baseline and a backlog of 340 open tickets.
What we did
We standardised device imaging, moved the firm to a single remote monitoring and management platform, and staffed a tiered helpdesk with a 15-minute first-response target.
The results
The backlog fell from 340 to under 30. Average first response reached 11 minutes, recurring incidents fell by 63% and patch compliance reached 98%.
Client name withheld under NDA. References available on request.