MetroBank Ltd – Desktop Support Services | Tactics Badge Projects

Project Overview
MetroBank Ltd, a mid-sized financial institution, needed reliable desktop support for its growing team of employees across multiple departments. Tactical BPO was selected to provide remote and on-site desktop support to ensure seamless daily operations.

Scope of Work
Tactical BPO’s desktop support team handled a range of services including:

• Troubleshooting hardware and software issues

• Installation and configuration of operating systems & banking software

• Email setup and network drive access

• Printer, scanner, and peripheral support

• Virus removal and system optimization

• Remote desktop assistance using secure VPN connections

Key Achievements

• Resolved 95% of technical issues within the first contact

• Maintained an average ticket resolution time of under 30 minutes

• Supported over 150 users across different branches

• Provided after-hours emergency support during critical operations

Technologies Used

• Windows 10/11, Microsoft 365

• Remote Access Tools (TeamViewer, AnyDesk)

• Active Directory

• Symantec & Bitdefender Endpoint Security

• ServiceNow Ticketing System