848 Managed Services Provide Support and Technical Guidance to Orbital 

Key facts

Industry sector
Gas engineering 

Size
85,000 square feet of manufacturing facilities across Europe and US

Solution
Implement a second and third-line IT support channel, and onboard 120 staff onto 848 service desk. 

Overview

  • The client was experiencing rapid growth, therefore required IT support and technical guidance to keep up with increasingly internal and external demands.

  • 848 designed a solution and service package to support 120 staff and provide technical guidance to advance Orbitals IT capabilities.
  • 848 implemented a second and third-line IT support channel to prevent downtime and eliminate internal stress.
  • Orbital are now operating with an efficient IT system and reduced risk. 848 has removed the burden of dealing with IT issues and strengthened the security.

Background

Orbital Gas Systems is a global leading specialist gas engineering company established in 1984. It provides innovative solutions for energy, power, processing and more. Orbital was formed with the aim to deliver comprehensive solutions within the oil and gas industry. In 2013 Orbital became a part of the CUI global group of companies, enabling them to expand as an international organisation. Orbital currently has offices in the US, UK, and representation in more than 40 countries.

The challenge

Orbital was experiencing rapid growth with new investments and expanding infrastructure.

This meant that the demand for consistent, reliable and scalable technology was also growing. Orbital required technical guidance surrounding these changes and needed to provide rapid IT support for a team of 120 people. The company reached out to 848 for support in advancing their IT business capabilities.

The solution

848 liaised with key stakeholders in the organisation to gather insights into business requirements, practices, and operations. The team conducted an IT audit and consultancy workshop with senior managers and IT stakeholders to identify the right support solution to meet the demands of the business.

The 848 team deployed a second and third-line IT support channel to provide eliminate internal stress and prevent downtime. Orbital has access to 848’s remote service support desk for users to access support and ongoing technical guidance wherever and whenever they’re working. 848 has a team of friendly IT experts to help resolve any technical problems that may occur. They also provide out of hours monitoring of server alerts, automatic back-ups, and security to identify and address any developing issues.

The result

sOrbital can now grow and operate with an efficient and reliable IT system that is supported by a team of IT professionals. This has helped to minimise downtime, improve employee productivity, reduce risk.

848 has removed the burden of dealing with IT issues and strengthened the security posture at Orbital. The company is now experiencing fewer repeat calls to resolve issues and reduced re-occurring problems. The Orbital team are benefitting from the fast response and issue resolution thanks to 848’s service desk, which resolves any issues almost immediately to prevent negative impacts on end user productivity.

PLAN

848 designed an IT solution to support 120 staff and provide technical guidance in line with the growing demands of the company. 848 liaised with key stakeholders to gather insights into the business requirements, practices, and operations.

BUILD

The 848 team deployed IT support channels to eliminate internal stress and prevent downtime. 848 also provided out of hours monitoring automatic back-ups and security to address any developing issues.

RUN

The Orbital team now benefit from the fast response of 848’s service desk, who resolve any issues almost immediately to prevent downtime for the end user.

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