Deskside Managed Services Streamline IT Operations and Drive Service Excellence for a Leading Regional Bank

FINANCE

A leading regional bank in Hong Kong offers comprehensive banking services to individuals and corporations. To ensure continuous operations and reliable customer service, the bank relies on a massive, highly secure IT environment. A robust IT support structure is vital to maintaining secure, efficient, and uninterrupted financial services for its thousands of employees across multiple branches.

Challenges

The bank was seeking to strengthen its IT service delivery framework to better support its growing digital operations and workforce. The organization aimed to enhance service quality, optimize workflow efficiency, and streamline its helpdesk and deskside support processes to meet rising internal and external user expectations.

With thousands of devices in use across multiple branches and departments, the bank required a unified and scalable support structure capable of handling high service volumes, improving incident response times, and ensuring consistent adherence to strict banking service standards.

Solutions

LPS implemented an end-to-end Deskside Managed Services and Helpdesk Support solution covering the full spectrum of the bank’s IT operations. Supporting 2,800 users and managing 7,500 devices, the LPS team seamlessly handles high-volume demands—processing approximately 700 monthly requests, 6,800 calls, 3,400 emails, and 2,500 incident tickets, End Deskside Managed Services and Helpdesk Support solution covering the full spectrum of the bank’s IT operations.

To further elevate efficiency, LPS modernized the IT service management (ITSM) environment by introducing over 30 optimized workflows, a refreshed user interface, and an enhanced Knowledge Base and FAQ system. These initiatives strengthened service quality, transparency, and coordination across the bank’s IT landscape.

Value created

The successful implementation empowered the bank with a highly efficient, transparent, and scalable IT operation. Within months of project commencement, all SLAs and KPIs were met, enhancing service reliability and user satisfaction.

By introducing enhanced ITSM workflows and modernizing the knowledge framework, the bank shortened incident handling times by 20%, improved service transparency, and simplified user interactions, contributing to an increase in First Call Resolution from 30% to over 80%. Supported by a comprehensive managed service framework, these improvements also reduced the monthly backlog from over 1,000 to fewer than 100, helping ensure uninterrupted IT support and business continuity in a high-volume financial environment.

Beyond daily operations, LPS’ ongoing transformation efforts helped the bank align its IT operations with its long-term strategic goals, demonstrating that true service excellence enables organizational agility and business continuity scale.

“LPS team demonstrated strong commitment in gathering user requirements, designing the ITSM interface, proposing workflows and processes, preparing FAQs, and managing the platform—delivering significant value to our organization.”

Assistant Vice President, IT Workplace & Service Desk, Leading Regional Bank

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