Client: Confidential MSP Partner · Industry: Managed Services
At a Glance
Challenge: Hiring certified IT staff within a short turnaround, Ensuring coverage across multiple time zones, Vetting communication and client-handling skills remotely
Approach: Curated a multilingual talent pool from Pakistan, India, Bangladesh, and the Philippines, Conducted 3-stage screening with technical + soft skills assessment, Aligned engineers by shift zones to support 24/7 global service desk
Results: Recruited and onboarded 20 certified helpdesk engineers from 4 countries in under 6 weeks. Reduced client’s average hiring cost by 65%
Technologies used: ITSM Tools, Active Directory, VoIP
Building a Remote Helpdesk With Global Talent
An international service provider managing IT support for clients in the U.S. and U.K. needed to quickly scale its support desk. They faced difficulties sourcing cost-effective and skilled remote agents who could handle L1 tickets and work night shifts aligned with U.S. hours.
How Yabuh Delivered
Yabuh sourced a fully remote team of 20 engineers within four weeks. Talent was pulled from our existing vetted networks across Pakistan, India, Bangladesh, and the Philippines — regions known for technical expertise and English fluency. Each candidate passed our rigorous screening process, ensuring proficiency in Windows, Office 365, ticketing tools, and soft skills.
Remote Operations, Seamless Results
Recruits were trained to handle tickets via ITSM tools like Freshdesk, Zendesk, and ServiceNow. They logged in securely through VPNs, with strict time tracking, daily reporting, and performance metrics monitored by Yabuh. Our backfill policy guaranteed that no SLA was missed due to absenteeism, and client escalations reduced to near-zero within the first month.
Quantifiable Success
- Recruitment time: under 6 weeks
- Staff retention rate after 90 days: 95%
- Support coverage expanded by: 20 hours/day
- Hiring cost per agent cut from: $1200 to $430 USD
- End client satisfaction increased from: 74% to 93%
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