The outcome of recent consolidation of two Balfour Beatty Group operating companies, BBES began to experience increasing support demands and  looked to outsource management of its primary helpdesk to an IT supplier capable of acting as an extension of its own IT team.

Following recommendation by an existing BBES partner, Onyx was invited to bid. Its UK-wide operation, recent high profile investment in Scotland, coupled with a solid reputation in service delivery, provided appropriate expertise and geographic coverage to meet BBES’s developing requirements.
 
Geographic proximity to BBES’s Scotland sites was one factor that contributed to Onyx’s success. Others were a commitment to ensure all Onyx employed service desk staff are trained in the use of BBES’s internal service desk application, fully integrated into the overall support structure by regular workshops, teleconferences and reviews marking the company out from competition. 
 
Head of IT at Balfour Beatty Engineering Services, John Foster notes: “Outsourcing our first line service desk was an obvious choice given the flexibility and scalability we required. After a lengthy internal review and a stringent selection process, Onyx emerged as the best candidate for BBES.

"They listened closely to our requirements, came back with innovative ideas, commitment to full integration with our business and, importantly, the right cost model. Our teams are working extremely well together, and we envisage a long term relationship with Onyx given the first class results achieved so far.”
 
Hugh Gillen, (left) Onyx Group Director, based in Scotland, who recently talked about Onyx business growth notes: “We are delighted to have been selected to provide this critical service to such a high profile company. Our service delivery capabilities, experience and UK footprint, especially in Scotland, allowed us to provide a cohesive and innovative solution to the issues faced by BBES.

"Having bases close to many BBES UK offices helps our two businesses work closely together, and we believe that cohesion will stand us in good stead as we develop the service together with BBES in future.”