Atterro Workforce Solutions Case Studies

New Service Desk Center

 

Case Studies - 2THE CHALLENGE: A global leader in information technology and business process services decided to expand their operation by opening a new service desk center in San Antonio, TX. To ensure proper operational capabilities, this new center required a full staff of service desk technicians to answer customers’ questions and troubleshoot hardware and software issues. The client was also faced with needing to hire contractors for short-term special project based work. Atterro was selected to exclusively staff this new center.

THE ACTION PLAN: Atterro developed and executed a custom-tailored talent acquisition strategy targeting a variety of information technology and customer service professionals throughout San Antonio.

ACTIVITIES INCLUDED:

  • Networking with established local media contacts to generate candidate/resume activity for open
  • Writing compelling job descriptions to drive online resume
  • Advertising and marketing positions through email campaigns, social media network, exclusive talent community database, and onsite job
  • Partnering with professional networking organizations and
  • Thoroughly screening and selecting appropriate talent based on customer service and technical skill
  • Designing and conducting a comprehensive talent onboarding process including a first day orientation pr
  • Providing daily talent management

THE RESULTS: Atterro successfully staffed over 400 open positions during a 4 year period, achieving a 97% on-time fulfillment rate on behalf of the client. Over half of the new hires who were onboarded and trained by Atterro were eventually hired on by the client as full-time employees, many who have been promoted to leadership positions within the organization including supervisors, team leads, trainers, quality assurance and IT support professionals. Due to the high level of success and support Atterro was able to achieve in staffing this new operational facility, the client assigned Atterro to staffing projects for additional facilities located in Troy, AL, Aberdeen, SD, Fairfax, VA, Mansfield, MA along with Texas locations in Bedford, Dallas, Austin, and Ft. Worth.