Industrial Gas Turbine Manufacturer

An industrial gas turbine manufacturer, operating in the Oil & Gas sector, required additional IT analysts to expand their service desk coverage and reduce wait times for internal users. As an IT Analyst II and Team Lead for the service desk, the client sought nearshore resources who could swiftly integrate into existing workflows. Sonatafy Technology stepped in to fill these critical roles, focusing on responsiveness, strong communication, and a seamless onboarding process.

The
Challenge.

The company needed four solid IT analysts to establish a service desk team in Tijuana, Mexico. By augmenting their U.S.-based support staff, the organization aimed to handle a higher volume of calls and chats more efficiently. However, technical hurdles in setting up the new analysts in their internal system, along with initial challenges around punctuality and process alignment, demanded a partner who could quickly address issues and maintain open lines of communication.

Our
Solution.

Sonatafy Technology provided a dedicated team of recruiters, HR representatives, and account managers to identify and onboard qualified analysts. Working closely with the client, Sonatafy arranged monthly meetings to address any concerns and ensure that new hires were trained and integrated into the existing workflows. Their hands-on approach and willingness to intervene whenever issues arose—such as tardiness or procedural misunderstandings—allowed the new analysts to adapt quickly and contribute meaningfully to the service desk’s performance.

Key Technical
Contributions.

Sonatafy efficiently integrated its analysts into the client’s existing systems, including Workday for HR processes, ensuring smoother administrative handling. The additional staff used Microsoft Suite and Trello for task management, enabling seamless collaboration and communication with the existing service desk team. Close coordination between Sonatafy and the client’s IT leadership facilitated quick issue resolution, such as addressing scheduling or attendance inconsistencies. Through responsive follow-ups and monthly check-ins, Sonatafy helped maintain service desk coverage, leading to faster call resolution times and improved customer satisfaction.

The
Outcome.

With four additional analysts onboarded, the client significantly increased its coverage, allowing for shorter wait times and faster user support. This expansion also helped the team keep pace with growing demands, reflecting positively on customer feedback. Sonatafy’s proactive approach earned the client’s confidence, evidenced by timely responses to urgent inquiries and effective problem-solving on daily service desk tasks. The long-term partnership now stands on a firm foundation, poised for continued success as the service desk scales.