A leading global video game developer, publisher, and e–sports tournament organizer faced a major IT challenge: managing multiple acquisitions while operating with disparate tools and processes. With 3,000+ employees and a hybrid global workforce, the company struggled with fragmented IT support, running multiple helpdesks and handling over 4,500 monthly incidents. NMC Managed Services stepped in to unify their support environment, streamline operations, and enhance efficiency.
The Challenge
- Disjointed IT Operations: Multiple independent helpdesks led to inefficiencies and inconsistent user experiences.
- High Incident Volume: Over 4,500 cases per month required a more structured and scalable solution.
- Security & Training Gaps: Employees needed upskilling on emerging IT threats and security protocols.
The NMC Approach
To drive operational efficiency, NMC implemented a comprehensive strategy:
- Unified IT Operations: Eliminated silos by consolidating IT Service Desks under a single leadership structure.
- Enhanced End-User Support: Deployed a dedicated Leadership & Merger Team, with 15+ helpdesk staff and 24×7 coverage for incident and service management.
- Security & Training Initiatives: Educated employees on emerging cyber threats to strengthen organizational security.
- Program Management & Governance: Implemented robust governance structures to streamline workflows and ensure seamless execution.
The Results
- Optimized IT Efficiency: Reduced technical debt and enhanced resource utilization.
- Improved System Reliability: Achieved 99.95% uptime through IT modernization
- Stronger Security Posture: Minimized the company’s threat profile through proactive monitoring and training.
Through strategic IT consolidation, NMC Managed Services transformed a fragmented support environment into a streamlined, high-performing system. Our expertise in IT integration and service optimization empowered our client to achieve a cohesive, secure, and future-ready support infrastructure.
