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Trades Union Congress

On-demand IT support keeps the TUC’s remote offices running smoothly

"We have utilised Quadnet resources to alleviate resourcing nightmares for several years."

Joe Mendes, Head of IT, Trades Union Congress (TUC)

The Trades Union Congress (TUC) is the voice of Britain at work. With 58 affiliated unions representing 6.2 million working people from all walks of life, the TUC campaigns for a fair deal at work and for social justice at home and abroad. The TUC negotiates in Europe and builds links with political parties, business, local communities and wider society at home.

Situation

Action

Outcome

Under-resourced

The TUC has a large number of remote offices that have no internal IT support and need external assistance.

The IT function at the TUC’s main site needed to provide the remote offices with support but didn’t have enough resources. So it turned to Quadnet to provide the service.

A key requirement was that the support Quadnet provided should be through known engineers that had a thorough understanding of the TUC’s systems.

At its own expense Quadnet invested in a number of engineers learning about the systems and technologies used by the TUC’s remote offices.

At the TUC’s request these engineers are dispatched to the remote sites to answer queries and remedy problems. On average Quadnet spends 60 days a year at the TUC’s remote sites.

 

Holiday cover

 

Quadnet also supplies holiday cover for the help desk at the TUC’s main site.

The UTC has:

been able to satisfy users’ support requirements at remote sites cost effectively

confidence that the service will be consistent and reliable as a result of having known, assigned engineers

a flexible service that delivers technical skills as and when they are needed

cost effective cover for handling peak loads, sickness and holidays

no need to increase internal resources.

Secondary help

As a result of providing a reliable service to the remote offices, the TUC has asked Quadnet to provide a secondary help desk for the main site. The engineers that support the remote offices will be used as on-demand backup, to ensure service at the main site is maintained in the event of unexpected peaks in workload or absences.

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