Pink Elephant on tap for Guinness help desk

Pink Elephant launched its Conformant Support Centre on Tuesday and also announced it plans to double the Burlington, Ont. facility’s capacity this summer.

Darren Drake, senior managing consultant at Pink Elephant, says the

focus of the centre is provisioning help desk services and was built on the Information Technology Infrastructure Library (ITIL). He describes the ITIL as a collection of best practices as to how an IT organization manages and controls its IT services.

“”They’re developed from the office of government commerce which is the best practice authority for the UK government,”” Drake says. “”They were developed in the late 80s. Since then there have been a number of refreshes to the documentation. Now a number of organizations within the private sector actually contribute to the development of those best practices.””

As luck would have it, a UK-based company is driving the growth at Pink Elephant. Drake says it current has 12 help desk agents supplying service to more than 3,000 IT users for Guinness‘s North American operations. He says it should have 24 (20 agents and four team leaders) in place by June 10.

This kind of growth comes as no surprise to Framingham, Mass.-basedIDC analyst Brian Bingham. “”The market is growing because it’s an outsourced service and in a downturn (economy) businesses try and offload that type of a support service.””

Drake says its services aren’t restricted to companies as large as Guinness. While clients tend to have adopted ITIL best practices, “”in principle you can take any type of organization and provide help desk services.””

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