Project Remote: Company Achieves Seamless Help Desk and IT Support

Customer Story

Project Remote: Company Achieves Seamless Help Desk and IT Support

Originally founded in 1939, this company started as a small food-service institution and has since grown to become an independent, versatile bakery known for its delicious and high-quality baked goods. In 2018, it was acquired by a private equity firm, enabling the standalone business to focus on accelerating growth while increasing the need for help desk and IT support from a third-party.

Client:

Independent bakery

Industry:

Consumer Goods (acquired by private equity)

Project Type

Help Desk & IT Support

M&A Carve-Out

The Challenge

After the company carve-out in 2018, RKON was brought in to lead all infrastructure and data center work streams to ensure a smooth transition. In addition, the food-service company sought to improve its help-desk services and better manage and support its IT assets.

Our Solution

Improved
Help Desk & IT Support

Desktop Management & New User Provisioning

For new hires, RKON employed an efficient, standardized process to set up and align new computers to the client's standards and security policies before shipping them to end-users. We also implemented our help-desk tool (Kaseya), which allowed us to remotely manage endpoints and conduct proper asset management throughout the IT asset lifecycle.

OFFICE 365 ADMINISTRATION

Our IT professionals administered all O365 tasks, including adding new users, buying licenses, creating service requests, and configuring O365 services.

Active Directory Administration

RKON's help desk offered full technical support to users, including password help and resets, as well as managing user accounts.

Levels 1 & 2 Application Support

Our experts provided troubleshooting and ticket routing - from basic support (level 1) to more in-depth technical support (level 2).

RKON's help desk provided much-needed support and management of new systems and hires, enabling leadership to focus on growth opportunities. In fact, this company later acquired another carve-out and engaged RKON's help desk to manage the transition of users onto the existing platform. Our team executed flawlessly and put the client in a great position to exit the TSA early, demonstrating our ability to handle both organic and rapid growth within a scalable model.

The Outcome

COMPREHENSIVE TECHNICAL SUPPORT

ELIMINATED INEFFICIENT TRANSACTIONS

UNLOCKED SCALABILITY

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