Out-of-Hours Bilingual IT Help Desk Staffing
July 27, 2022
PTS Japan K.K.
PTS Japan K.K. is an IT infrastructure company with over 25 years experience in the industry. They provide a wide range of high-quality solutions including managed IT services, security solutions and training, audio-visual system design and construction, and IT systems planning, construction and management. Based in Tokyo, they have worked with over 500 global clients on 4000+ projects.
Table of contents
1. Out-of-Hours Bilingual IT Help Desk Staffing
Demand for multilingual IT engineers in Japan has never been higher, and there is a lot of competition to recruit these personnel. ISF NET is Japan’s largest employer of multilingual IT engineers thanks to a combination of proactive recruitment and skills training which has enabled us to develop these personnel internally. This means that we are the first port of call for companies looking to fill positions in their IT departments.
2. The Project
Following a request from one of their global clients for a 24/7 bilingual IT helpdesk, PTS Japan K.K. began planning for the project. One of the challenges they faced was how to staff the help desk outside of business hours and on weekends and holidays. They realized that it would be difficult to use their own engineers due to scheduling and overtime issues. Rather than hire additional bilingual staff which, as mentioned, is becoming increasingly challenging, PTS began exploring whether they could use a personnel supply company to staff the project.
3. ISF NET’s Staffing Solutions
After initial contact from a client, the first step of the staff process is consultation. ISF NET’s aim when placing engineers with a client is to smoothly integrate them into the client’s business environment. To do this, we need to understand their needs, their core values and their corporate culture, so the consultation stage is very important. This information is used to prepare engineers for assignment, which combined with the exceptional interpersonal skills that our engineers have developed through our inhouse training programs, mean that they fit in seamlessly when they begin work.
After a consultation meeting with PTS, we proposed three engineers who had the skills to handle the project. As PTS’s project leader explains, “ISF NET was able to respond quickly to our request. Their staff not only had the technical knowledge and the language skills required, but they also had good characters, so it was easy to assign them to the help desk.”
“Our clients have evaluated the help desk services highly, and we are very satisfied with both ISF NET’s sales people and the engineers they supplied. We will continue to use ISF NET’s support in the future whenever we lack resources or have difficulties providing services in-house.”
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