The challenge
A global financial institution needed to raise the efficiency of its worldwide IT service operation. It required a high-standard, multilingual Level-2 support and access-management team, and it needed it fast. The hard constraints were recruitment speed, language competence verified at scale, and a service that could grow with demand without renegotiating the delivery model every time.
At a glance
ScopeLevel-2 IT support, access & authorisation management
Coverage24/7, time-zone aligned
EngagementOngoing, 10+ years
What we did
SWICON stood up a 30-person, 8-language service desk within two months of engagement start. Scope covered Level-2 IT support plus access and authorisation management, delivered 24/7 in time-zone-aligned shifts. As delivery proved out, the service was progressively expanded in headcount, language coverage and geography rather than re-tendered.
The result
The desk scaled to 80+ staff and 14 languages, covering 54 countries across multiple time zones, with continuous availability maintained throughout every expansion step. The engagement has run without interruption for more than a decade and is still being extended.
