TEXTRON AVIATION CASE STUDY

The Challenge

Textron Aviation was looking for an in-house solution and benefit for employees experiencing technical problems with software and hardware. This includes personal devices as well as Textron provided devices and software.

The Solution

ENNOVAR/CSFRG stepped in and took over operations for Textron's Help Hanger support unit. The Help Hangar is manned by a team of 55 area students working part-time under 3 WSU managers in 2 locations.

Outcomes Include:

  • Track and document workflow in the Help Hangar ticketing system
  • Provide broad application support on SAP, Exchange, Outlook Mobile and MS
  • Provide level 1 mobile support on Android, iOS, and other mobile devices.
  • Perform security provisioning and grant access rights to server and network
  • Utilize Active Directory to provide secure management

The Help Hanger Team average 250 interactions a week with ~200 unique visitors

92% of survey responses recommend visiting the Help Hangar

To date, the Help Hangar has resolved 20,000* issues / 23 months.

Help Hanger

We'll find the right candidates for you.

We'll help you find the tech talent you need to protect your organization, so you can focus on running your business.