CARR GOMM

Carr-Gomm is a Scottish charity supporting vulnerable people living in the community across Scotland. Since its registration in 2002, the charity helps people with a wide range of needs including; physical disabilities, mental health, learning disabilities, addictions and other support needs. The main focus is supporting people so they can fully lead their lives, access services and achieve their hopes and dreams.

The Challenge
The Solution

We chose MCSA to provide end-to-end, IT support across our office locations – directly from its Glasgow-based service centre. An initial 2 year contract was awarded in 2013 following an open tender process, where they scored highly on quality and was ultimately selected on a best value basis. MCSA was also chosen as it possessed an excellent track record of delivering best-in-class technology support across UK public sector organisations. They retained the contract for a further 3 years when it went back out to tender in 2015.

To cater for our critical IT infrastructure, MCSA deliver a dedicated 1st/2nd line helpdesk service providing our staff with support on all IT issues, including remote monitoring, access to a technical support team and on-site, server maintenance. They ensure that helpdesk analysts’ response time to issues and incidents is fast and manage site visits to quickly resolve issues. The service also includes product supply, including procurement, warehousing, system build and deployment.

Looking forward, we are also aiming to implement remote server monitoring, bring remote users from stand-alone PCs to within the domain, and expand on the utilisation of cloud services.

Lessons Learned

My advice for other charities, on choosing an IT partner, is to fully investigate the company behind the sales and marketing façade – and make sure they possess the appropriate technical expertise to support their claims. Look for testimonials to prove this. Examine a provider’s ability to meet the SLAs you have in mind.

Establish how flexible they are prepared to be – are they happy to make extra site visits – when their assistance is required.

I believe that service providers should deliver advice first, then provide a solution that results from a clear understanding of business needs. Having MCSA’s dedicated helpdesk engineers working solely for us, has allowed them to develop an in-depth understanding of our environment and build strong, relationships with users. This means that we gain a lot of invaluable IT advice from them – which builds staff confidence and also ensures that issues can be quickly resolved.

Investing in time to visit the service provider’s HQ and its engineering offices will help you get a real feel for the company and its people. In summary, if you do your selection process thoroughly, you’ll then be assured – like us – that whatever IT problems you face in the future, the support partner will be there to swiftly resolve them.

Kevin Calder – IT Manager

The Benefits

CARR GOMM QUOTE:

“Having MCSA’s dedicated helpdesk engineers working solely for us, has allowed them to develop an in-depth understanding of our environment and build strong, relationships with users. This means that we gain a lot of invaluable IT advice from them – which builds staff confidence and also ensures that issues can be quickly resolved.”

CARR GOMM | Charity

HOW CAN WE HELP YOU TODAY?

Tell us a little more about the challenges your business is facing with It’s existing IT Infrastructure.  Our specialist team of staff are ready and waiting to help support you, whatever your requirements.