The stuck work
Tickets lived in Outlook. Lenovo warranties were a drawer of PDFs. Nobody owned the after-hours line, so every outage became a manager’s cell.
Distributor · Québec · Support · 2025
The helpdesk stopped being a shared inbox.
Fourteen people mailed the same three names. After 5 p.m. the plant was on its own.
- 24/7
- Emergency line with a person, and a fee that is written down
What we built
A portal, a named queue, on-site when the dock needs hands, Lenovo/IBM service on the machines that actually open the file, and a 24/7 emergency that is a number — not a personality.
What changed
The unofficial IT person on the floor got their job back. Incidents have a state. Hardware still has a desk after the invoice.