Case Studies

South West Water Ltd.

Outsourced Engineer

The IT department at South West Water had a requirement to engage with an external company to supply ad-hoc managed IT services to allow members of staff within their IT service desk to be able to take annual leave, whilst retaining sufficient IT engineering resources within the department to meet service levels.

Solution

South West Water Ltd (part of the Pennon Group Plc.) employ over 1,200 staff. The organisation is responsible for maintaining and improving the region's bathing waters and environment, whilst ensuring that all of their customers have reliable, round-the-clock access to high quality drinking water and waste water facilities.

The IT department at South West Water had a requirement to engage with an external company to supply ad-hoc managed IT services to allow members of staff within their IT service desk to be able to take annual leave, whilst retaining sufficient IT engineering resources within the department to meet service levels.

It was determined that the organisation was looking for a reliable IT services provider with a proven track record for IT labour outsourcing. The provider had to be able to supply high quality, adaptable and flexible retained technical services, and be willing to tailor the scheduling to suit the needs of the department and meet demand.

Nexus were selected to supply outsourced engineers to South West Water to cover IT staff holidays, rotation for project work or busy periods, and provide assistance to the various IT teams within the organisation.

The role has involved supporting common Microsoft software, management and deployment tools, alongside a basic understanding of in excess of 30 bespoke applications that are unique to the organisation. Nexus engineers help support the organisation's internal and external users and they work alongside and have become valuable members of the IT service desk teams.

The success of this managed IT services contract has helped the IT teams at South West Water to call upon additional technical labour resources when they need it most. The contract originally was arranged to provide three weeks of IT engineering cover and three years later, Nexus are still engaged to regularly provide flexible assistance to the IT department.

Through the provision of regular onsite IT engineering resources at South West Water, the Nexus technical department now have a number of engineers who are fully conversant with the infrastructure and bespoke applications used by the organisation. This means that they can be booked on an ad-hoc basis and Nexus can guarantee that the engineer has the knowledge, experience and familiarity with the environment.

Client: South West Water Ltd
Industry: Public Sector
Year: 2013

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