Introduction
How co-managed IT support provided relief for Metrasens’ internal IT department
The Client
Metrasens are the world’s leading provider of advanced detection technologies for security and safety applications. Their core technologies, combined with tailored solutions, address the deficiencies in conventional screening methods.
The business has two main sites; one in the UK and one in the US. Until now, the businesses IT functions have operated independently. Going forward the desire is to integrate the business so that there is a common operating platform across the whole business. As part of this objective, the business decided to introduce a global technology partner in the form of Emerge Digital, who are guiding Metrasens by using a Digital Business Strategy.
The Challenge
Metrasens employ a lean, in-house IT function with responsibility for both the UK and US sites. The main focus is to make improvements to Metrasens’ business systems, including software, processes, and IT infrastructure. However, due to the growth rate of the business in recent years and its corresponding headcount increase, the IT function was facing increasing demand in supporting employees with software and hardware issues that they faced on a daily basis.
The Solution
We worked with Metrasens to design a solution which reduced the amount of support tickets that their in-house IT function has to handle. Our First and Second Line Service Desk Engineers took on the responsibility as first point of contact to solve employee issues –VPN and connectivity issues, password resets, printer issues – as well as server maintenance and patching.
We gave Metrasens access to our 24/7 helpdesk, meaning the US site always had someone at hand to solve issues when the UK site was closed. The Metrasens team could also login to a portal which contained live ticket data, so they could look at the trends and monitor ticket completion.
After they were onboarded as a support client, we also assisted Metrasens with a substantial SharePoint project. We worked with them to design a SharePoint structure, and then we migrated the files to there from an on-premise server. We set up user permissions, and trained all of the employees on how to get the most out of SharePoint.
"We have a very positive relationship with Emerge Digital – it’s a truly collaborative and transparent partnership. By outsourcing First and Second Line tickets to their best-in-class Service Desk, they’ve enabled us to focus on improving our core infrastructure, increasing the efficiency of our business."
Dave Barnes, IT Systems Manager - Metrasens
The Outcome
By taking weight off of the internal IT department and dealing with common issues, we ensured they could focus a greater amount of time on improvements to software and processes. As a bonus, with assistance from our Infrastructure Specialists, Metrasens was able to research, design, and source new on-premise infrastructure equipment. This project will significantly improve the reliability and efficiency of their infrastructure, minimizing downtime and maximizing employee productivity.
During 2022, our Service Desk managed to reduce the average number of monthly tickets from over 50, down to 20. This has been achieved by the due diligence of our engineers, who deal with the root causes of issues, rather than simply patching up the problem.
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