senior service desk analyst, ThinkOn
Cloud solution provider
ThinkOn is a leading cloud solution provider headquartered in Toronto, Canada with a global data center footprint. Founded in 2013, the company specializes in data protection, infrastructure-as-a-service (IaaS), disaster recovery-as-a-service (DRaaS), and backup-as-a-service (BaaS) solutions to businesses of all sizes. ThinkOn partners with top technology providers to offer scalable, secure, and cost-effective cloud services to enterprises managing vast amounts of data. The company's IT team plays a crucial role in ensuring the overall functionality and efficiency of IT services and business operations.
"Our customers are happier. With Analytics Plus, we gained better visibility into IT operations, and our backlog of unresolved tickets dropped by 65%."
ThinkOn's service desk operations are managed by a 13-member team, responsible for supporting over 600 users and handling a high volume of service requests each week. With a relatively small team managing a large user base, maintaining efficiency and timely resolutions is challenging. While the IT team was already using ManageEngine ServiceDesk Plus for daily operations, it needed an advanced analytics solution to optimize ticket management, reduce workloads, and equip managers with actionable, data-backed insights for better decision-making.
"We had many tickets that remained unresolved or lacked necessary updates. The lack of visibility into ticket statuses led to inefficiencies in workload tracking and timely resolutions. Our managers needed better data to justify their decisions and streamline operations," said Brian Ku, senior service desk analyst at ThinkOn.
To address these challenges, ThinkOn turned to ManageEngine Analytics Plus, significantly improving IT visibility and adopting a more ITIL-aligned approach to service management.
With real-time dashboards and structured workflows, the IT team gained better control over ticket backlogs, work log updates, and SLA compliance, transitioning from an ad-hoc approach to a structured, process-driven model.
"Our customers are happier because they're getting faster responses from us. We created dashboards that enable us to easily track ticket backlogs and flag tickets that haven't been updated in 72 hours–our SLA threshold. This allows us to proactively update tickets and ensure we stay on top of all the support requests in our system," said Ku. As a result, ThinkOn's backlog of unresolved tickets dropped by 65%, making workload management far more efficient.
By embedding reports and dashboards within ServiceDesk Plus, ThinkOn ensured seamless access to critical metrics across the organization, fostering greater transparency. Additionally, concurrent licensing provided uninterrupted access to analytics for upper management, empowering them to monitor IT service performance efficiently and make informed strategic decisions.
The adoption of Analytics Plus has enabled ThinkOn's IT team to gain real-time insights into ticket tracking, work log monitoring, and technician performance assessment, delivering faster resolutions and enhanced customer satisfaction.
"I find Analytics Plus very easy to use. You can learn how to build reports and dashboards independently. The overall layout is great, and the support team is responsive and understanding," said Ku.
ThinkOn's IT team is now exploring Zia, Analytics Plus' AI-driven analytics assistant, to automate report generation, further streamlining service desk operations, and enhancing overall efficiency across the organization.
Analytics Plus is an IT analytics and decision intelligence solution that provides organizations with a unified view of their IT operations, correlates interdependencies and delivers meaningful insights. It measures the efficiency of network operations, tracks the responsiveness of business applications, evaluates technician performance, assesses the progress of processes and flags security anomalies. This comprehensive analysis is achieved by connecting to all IT software that forms the backbone of an IT infrastructure. These consolidated insights enable organizations to make data-driven decisions that enhance operational efficiency and drive business success.
