Strengthening Technical Support Capabilities for a Large-Scale UK Enterprise
Overview.
A major UK-based private sector enterprise, employing over 150,000 people, required a strategic workforce partner to scale its testing and technical support functions. As part of an ongoing digital infrastructure transformation, the organization sought a partner to provide both experienced professionals and entry-level technologists through a Recruit-Train-Deploy (RTD) model.
The organization faced growing demands across its central, commercial, and platform portfolios, particularly during a large-scale platform migration to a new delivery data centre. Success required a workforce with technical expertise and exceptional service desk capabilities, including issue troubleshooting, communication skills, and familiarity with tools such as REST APIs and ServiceNow.
Solution
Coforge, in partnership with its strategic subcontractor Ten10 Solutions Limited, has served as a trusted delivery partner since 2019. The engagement combines the provision of experienced resources with a structured RTD programme to continuously strengthen internal technical support capabilities. Key initiatives included:
Targeted RTD Deployment: Academy Consultants were deployed in roles aligned to their strengths and the client's technical needs. Upon completion of training, a 48-hour SLA was implemented for candidate profile submissions once roles were approved, ensuring fast, responsive deployment.
Governance & Delivery Assurance: A robust governance model was established, with each engagement supported by dedicated Account and Delivery Managers. These senior leaders regularly engaged with client stakeholders to provide oversight, track performance, and align delivery with evolving project requirements.
Ongoing Performance Reporting: Regular review meetings were conducted with client stakeholders to evaluate progress, address feedback, and implement service improvements, ensuring consistent quality and accountability.
The Impact
70% reduction in critical skills gaps across technical service desk operations
On-time and on-budget delivery, maintaining quality and agility across programmes
This engagement demonstrates Coforge’s ability to deliver scalable, SLA-driven RTD programmes that fill immediate skills gaps and strengthen long-term workforce capabilities within large, complex enterprise environments.
