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Global NGO Achieves Seamless IT Operations and Field Efficiency with Trigent’s Service Desk
Case Study
Global NGO Achieves Seamless IT Operations and Field Efficiency with Trigent’s Service Desk
Non-Profit
IT Service Desk
About the Client
Our client is a global non-governmental organization (NGO) dedicated to human rights and law enforcement. With 17 field offices across Africa, Latin America, South Asia, and Southeast Asia, the NGO has rescued over 23,000 individuals from violence and human trafficking, and brought more than 800 perpetrators to justice in the past 15 years. Their mission-critical operations depend heavily on digital systems, especially the Case Tracking Management System (CTMS), used by field officers working in dangerous environments.
Business Challenge
As our client expanded globally, its IT infrastructure and support struggled to keep up. Without any prior IT vendor or structured service desk, the client’s IT team struggled to manage tickets across 20+ countries in a decentralized, chaotic environment. Support requests were handled via email, causing missed or delayed responses, with no SLA tracking and inadequate time zone coverage. Common infrastructure issues like password resets, VPN connectivity failures, and device configurations disrupted field officers and frontline operations. Their CIO emphasized that despite software development being on track, IT infrastructure and support were critical bottlenecks holding back the NGO’s mission.
Trigent Solution
The client partnered with Trigent in 2018 to build a comprehensive IT service desk operation. We adopted a consultative approach, and mobilized experienced consultants and senior analysts to build the service desk from scratch.
- Recruited a skilled team of L1 and L2 service desk professionals, implementing a shift-based model covering global time zones in English, providing 18/5 support; later extending to 24/5 coverage.
- Transitioned from an email-based support to the ServiceNow ITSM platform, establishing ITIL-aligned incident and request management flows and developing a comprehensive knowledge base to speed up resolutions.
- Implemented structured onboarding and ticket workflows, created region-specific escalation processes and ticket taxonomy, and maintained continuous knowledge updates along with internal IT KBAs and user self-help guides.
- Optimized infrastructure by strengthening VPN, MFA, and access controls, refining and expediting onboarding/offboarding experience, centralizing user provisioning via Entra, and managing over 2,000 laptops and 3,000 mobile devices across 23 countries.
- Maintained a technical environment with 95% Windows OS, some MacOS and Android devices, using ServiceNow as the ticketing tool and Microsoft Intune and Entra for device and identity management.
- Delivered weekly SLA compliance dashboards and reports, tracked license usage, managed ticket backlog, and ensured real-time visibility into open and aging tickets.
- Tailored ticket handling for low-bandwidth and conflict zones, simplified communication for field teams, and ensured support engineers are trained on the NGO’s mission sensitivity and urgency.
Measurable Impact
| Metric | Before Trigent | After Trigent |
|---|---|---|
| Avg. Response Time | 6–18 hours | < 15 minutes |
| Mean Time to Resolve (MTTR) | > 2 days | ~6 hours |
| Ticket Backlog | High and constant | < 5% aging beyond SLA |
| SLA Compliance | Not tracked | > 98% monthly |
| First Response Rate | Inconsistent | 100% |
| First Call Resolution (FCR) | Low | High, across 23/5 operations |
| Field Downtime | Frequent interruptions | Reduced by 80% |
| Reporting | Manual and inconsistent | Weekly dashboards and reporting |
Trigent established a robust, scalable, and empathetic ITIL-aligned service desk for the global NGO, enabling efficient ticket management across multiple time zones. By bringing in the right expertise, building a team from scratch, and co-owning the problem, Trigent truly helped “manage the show”, as the organization’s CIO fondly puts it. Today, the account has grown to cover broader infrastructure needs including infrastructure services and cybersecurity.
Client Benefits
- Streamlined Operations: Reduced mundane, high-volume requests.
- Focus Shift: Significantly reduced operational burden on internal IT team, allowing them to redirect their efforts toward mission-critical initiatives and strategic priorities by absorbing ~70% of the workload.
- Increased operational efficiency: By eliminating manual workflows and enabling intelligent automation across access management, inventory, and Active Directory functions.
- Increased Satisfaction: Via IAM role configuration and secure Azure integrations, ensuring compliance and controlled access.
- Enhanced Security Posture: Compliance through controlled access and endpoint management.
- Global Continuity: Aligned across the US, UK, APAC, and LATAM to enable round-the-clock service delivery, minimize downtime, and ensure a consistent customer experience.
Technology Stack
