Challenge
Our client is a US-based global media company with journalists and content creators working across Europe and Asia. During European daytime hours, before the US-based IT team comes online, staff require fast, reliable IT support to stay productive.
Because the organisation operates in a highly targeted environment, security is critical. Even routine support requests must be handled carefully and in line with established security processes.
Previously, this was achieved through overnight staffing in the US. Over time, this approach became costly and difficult to sustain.
The challenge was not just about providing support, but about doing so securely, consistently, and without placing unnecessary strain on internal teams.
Approach
We designed a solution that provides European daytime helpdesk cover by integrating the client into our existing helpdesk operations.
Support requests are handled by experienced engineers who understand the client’s global working patterns and security requirements. Monitoring, alerting, and response workflows are already embedded within the service. This allows us to meet agreed SLAs without requiring dedicated engineers to wait on a single queue.
By managing support through a shared service model, we ensured every issue was handled by a trusted individual, while maintaining efficiency and cost control.
Outcome
Staff across Europe and Asia now receive fast, secure IT support during their working hours. Security standards are maintained, and the client no longer relies on overnight US staffing.
The result is meaningful cost savings, improved sustainability, and dependable support that runs quietly in the background while the business continues to operate as normal.
Why One Thirty West?
We support US companies with teams operating outside the US. By acting as an extension of US-based IT teams, we provide trusted daytime cover in other regions, aligned with US security expectations and ways of working.
This joined-up approach reduces complexity, removes the need for multiple suppliers, and gives clients confidence that support is handled carefully and consistently, wherever their teams are based.