The retail sector is currently undergoing a rapid process of digital transformation. Growing consumer demands, the need to ensure operational efficiency and the importance of offering integrated experiences between physical stores and digital channels are putting increasing pressure on companies’ technological infrastructure. In this context, IT services play a critical role in ensuring that both employees and customers have the right tools at their disposal.

PrimeIT’s Partner

Our client operates in the retail sector and is an international leader in the sale of bricolage products and solutions. It is present in several European markets, particularly Portugal and Spain, where it carries out large-scale operations.

The Challenge: Unifying Service Desk Processes between Portugal and Spain

The collaboration with this client arose through its operation in Spain, where PrimeIT had already consolidated a partnership with more than 60 consultants. The challenge was to create an Iberian Level 1 support team (Service Desk), responsible for managing tickets, telephone support and direct support to company employees.

Until then, Portugal and Spain had operated with different service processes, which created disparities and made it difficult to standardise the service. It became essential to appoint an Iberian coordinator to align all procedures and ensure a consistent response.

In addition to standardising practices, there was also a need to strengthen the autonomy of the team in Portugal, assigning it new responsibilities and centralising part of the work, without compromising the local logic: the Portuguese team continues to respond exclusively to national operations, while the Spanish team maintains its focus on its market.

Implementation: Alignment of Iberian Teams

The project started in February 2025 and is currently ongoing. The strategy was organised into well-defined phases:

– First phase: on-site monitoring for 2 to 3 months to ensure a smooth transition, align working methodologies and consolidate practices.

– Second phase: integration into rotating shifts, with the team fully included in the Iberian support model.

The chosen collaboration model was our Team Extension solution, allowing the client to benefit from PrimeIT’s proximity, know-how and flexibility, without relinquishing internal control of the operation.

The Team: Service Desk and Deskside Support Specialists

In Portugal, the team started with 5 consultants:

– 4 Service Desk: responsible for managing tickets, answering calls and providing remote support.

– 1 Deskside: responsible for employee onboarding and offboarding, preparing equipment and providing on-site support.

The project envisages the team growing to 12 members, comprising eight Service Desk professionals (dedicated to remote support) and four Deskside professionals (dedicated to on-site support).

Technologies and Methodologies: Support for Critical IT Operations

The project integrates a set of robust tools and technologies that enable quality support and efficient management:

– ServiceNow: centralised management of tickets and incidents.

– Windows and Linux: support for different work environments.

– Active Directory: access and authentication management.

– Troubleshooting networks: rapid resolution of connectivity issues.

Main Challenges: From the Technical Component to Changing the Team’s Mindset

More than just a technological challenge, this project brought with it a cultural challenge: changing the mindset of the support team. PrimeIT is committed to transforming the support approach, making it:

– More focused on employee satisfaction.

– More procedural and documented.

– More structured, allowing the Portuguese team to gradually gain greater autonomy and be prepared to take on additional responsibilities in the future.

Results: Productivity, Alignment and Satisfaction

Although still ongoing and in its early stages, the impact of the partnership is already visible:

1. Increased productivity: higher number of tickets closed and incidents resolved.

2. Standardisation of processes: increasing alignment between operations in Portugal and Spain.

3. Greater employee satisfaction: internal teams receive more support and faster responses.

Next Steps: Expansion and Restructuring of Application Support

The next few months of this project will see the expansion of the team in Portugal to the initially planned 12 people, as well as a new front of collaboration.

Following the success of this project, PrimeIT was challenged to participate in the restructuring of application support, doubling the existing team to increase efficiency and improve critical business processes.

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