The challenge
A multinational pharmaceutical and diagnostics company needed dependable on-site IT support and disciplined asset control for its Ghana operations, delivered to the standards of the global technology services firm that manages its IT. That meant supporting a mixed Windows and Apple estate and meeting the strict data-handling expectations of a regulated industry.
What we did
We delivered the full end-user computing lifecycle: incident and desk-side support, IMACD service requests with pre-installation surveys and operational testing, endpoint software and security management, and support for both Windows PCs and Apple Macs managed through enterprise tooling. Alongside the support work we ran on-site asset management — asset tagging, stock-room and spares control, and keeping the configuration and asset database accurate as devices moved, changed and retired.
How we delivered
Work ran to defined response targets — same-business-day response, next-business-day resolution — inside the client's ticketing platform, with every action reconciled against the asset record so the estate on paper matched the estate on the floor. Engineers completed the client's induction and security requirements and worked under signed confidentiality and background-check conditions appropriate to a regulated industry.
The outcome
The client gained a single local team accountable for both keeping people working and keeping the asset picture accurate — closing the common gap where support is delivered but records quietly drift. We sustained 97% attainment against the agreed service levels, and an asset audit across 52 users and 89 devices passed at full conformance with a 99% compliance score.