Grand Thornton
IT Assessment
Redesigning IT support to be more consistent, reliable, and people-focused.
Grant Thornton’s internal Help Desk wasn’t meeting the needs of its users—support felt inconsistent, slow, and lacked a clear structure. This assessment helped define what a more customer-centric IT experience could look like, and laid out a practical roadmap to get there.
​01
Discovery:
What’s Not Working
02
Define:
What Needs to Change
03
Develop:
What We Recommended
04
Deliver:
Where It’s Headed
01. Discovery: What is not working
We spoke with users, support staff, and leadership to understand where things were breaking down.
02. Define: What Needs to Change
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The real challenge:
Make IT support consistent, measured, and easier to trust.
What we heard:
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Service varies too much across regions
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Users aren’t sure what to expect or how to get help
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Communication is unclear
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The team was working hard—but without a solid process
03. Develop: What We Recommended
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We created 52 recommendations, focused on things like:
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Better triage and escalation paths
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Standard scripts, email templates, and workflows
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Knowledge bases, real-time metrics, and CSAT surveys
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A service catalog and clear support tiers
04. Deliver – Where It’s Headed
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What changes:
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Faster, more reliable support
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Better communication and empathy
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A structure that’s easy for everyone to follow
