The Center for Reproductive Rights, a non-profit organization that\nfocuses on protecting reproductive rights as fundamental human rights around\nthe world, has outsourced its helpdesk to managed services provider (MSP) Netsurit.\nHeadquartered in New York, the Center partnered with Netsurit in 2017, and has\nsince enjoyed benefits such as reduction in IT infrastructure costs,\nredirection of its IT team\u2019s skills to key areas, and increased user\nsatisfaction.<\/p>\n\n\n\n
The Center is a legal innovator seeking to fundamentally transform the\nlandscape of reproductive health and rights worldwide. It has defined the\ncourse of reproductive rights through its victories in courts around the world,\nas well as at the United Nations.<\/p>\n\n\n\n
\u201cWe have staff stationed all around the country and the world,\u201d says Timothy Dedman, IT Operations\nManager at the Center for Reproductive Rights. \u201cEspecially during the Covid-19\npandemic having a reliable, single point of communication we can confidently\nprovide to staff has been integral to our success. Our prior helpdesk company\nwas not as communicative or as proactive as we needed, to continue to do\nimportant work regarding international human rights.\u201d<\/p>\n\n\n\n
Dedman says the Center\nwas seeking higher levels of communication and accountability from its helpdesk\nprovider, as well as more consistent service delivery and the ability to\npartner on projects. This was becoming increasingly important as the\norganization continues to grow and has to leverage its helpdesk to deliver\nrequired services to its staff.<\/p>\n\n\n\n
Netsurit\u2019s commitment to end-user functionality, and\nincident management and escalation services, are designed to resolve user\nissues and requests as quickly as possible. With Netsurit, the Center\u2019s helpdesk\nsystem has been optimized to minimize user wait times for incidents and requests,\ndeliver decisive solutions as quickly as possible, and maintain function of the\norganization’s IT infrastructure. <\/p>\n\n\n\n
\u201cI have been with the Center for six years and have worked with many\nexternal contractors in that time as well as three helpdesk providers,\u201d says\nDedman. \u201cIn my experience, Netsurit is easily the best and most responsive and\nresponsible of those three and is at the top of the list for all external\ncontractors period. While a helpdesk relationship is by its nature always a\nwork in progress, I am heartened that after three years management continues to\nbe responsive and receptive.<\/p>\n\n\n\n
Dedman says Netsurit was chosen as the right partner for the Center\nbased on the services and pricing the MSP is able to offer, and also because speaking\nat length with the management team provided confidence in their ability to meet\nthe Centre\u2019s needs.<\/p>\n\n\n\n
\u201cNetsurit has been a good partner, open to\nconstructive feedback and to evolving our relationship as our needs have\nchanged,\u201d he adds. \u201cHaving an existing IT presence at the Center has been a\nchallenge for some companies we worked with in the past, but the Netsurit team was\nreceptive and adaptive to this model, and has always been highly communicative\nwhen it comes to requests that may need to be escalated to us for internal\nresolution or review. Having Netsurit on board has helped us to share the IT\nworkload, both for daily issues and for routine upkeep matters like patching.\nThis allows us more time to focus on other, more strategic, IT issues.\u201d<\/p>\n\n\n\n