The challenge
A global food and consumer-goods manufacturer needed consistent, business-hours IT support for its offices and operations in both Ghana and Nigeria. The work was contracted through a global IT services integrator that had no directly employed field presence in either country. What it needed was a single accountable local partner able to execute to its international standards, tools and reporting — not two disconnected vendors with two different ways of working.
What we did
We provided directly employed, certified engineers across both countries under one arrangement: dedicated on-site engineers at the larger locations and a shared dispatch pool for the rest, organised on a hub-and-spoke model so that smaller "spoke" sites are covered quickly from the nearest "hub". The scope spanned break/fix hardware support, IMACD — install, move, add, change and decommission — smart hands for network and server rooms, desk-side support, and end-of-life device handling with asset-register updates and certified decommissioning.
How we delivered
Engineers worked inside the client's own ticketing system, logged on and off against the project tool, and worked to agreed same-business-day and next-business-day response targets. Continuity was guaranteed through fully onboarded backfill for leave and absence, so a dedicated site was never left uncovered — the failure mode that most often breaks a multi-country support arrangement.
The outcome
One accountable local partner replaced the gap the integrator would otherwise have filled with multiple vendors, giving consistent service and reporting across two countries. Across the engagement we sustained 100% attainment of the agreed response targets over five sites and 137 users, and the relationship has run on a rolling basis for two years.