Supporting a charity to re-establish user productivity

Trident’s expert 2nd and 3rd line support services for 38 virtual servers free up our client’s internal IT team to focus on technology development, enabling them to continue their invaluable action on health and human rights.

Trident was approached by a large international charity, suffering with an aging and unreliable infrastructure, to provide a review of the existing systems and backup/disaster recovery solution. Their 110 users include global remote workers and staff who frequently travel internationally but were being affected by the poor state of the company’s technology.

Following a consultation period with the customer, it was agreed that the best course of action would be the remediation of issues that were affecting user productivity, and the relinquishing of 2nd/3rd line support to Trident. This would enable the internal IT team to concentrate on moving the charity forward through the development and implementation of new technology.

We replaced the local server infrastructure with a private cloud solution, fully supported and managed by Trident for an agreed monthly fee. Complete with outsourced proactive support for the entire infrastructure, with the customer handling 1st line user queries and escalating tickets to the Trident help desk where appropriate. From time to time, Trident also provides onsite cover for the 1st line support desk to cover holiday, sickness or when the workload requires it.

Since implementation, the customer has been able to focus on important internal projects such as the development of their internal Intranet and implementation of Salesforce, which in turn has enabled their staff to be well equipped to respond to health and human rights issues in over 40 countries.

The customer says:

  • From the beginning, Trident understood which solution and technology would work best for us, and for our budget. The solution has exceeded our objectives, and we now have a stable and sustainable platform to start leveraging new capabilities. We look forward to working with Trident as our partner in the coming years.