Irish IT managed services and digital transformation company HCS has announced a €1.45m investment in the launch of its 24/7 managed support capability for Irish and international customers.
HCS said that New Zealand has been selected as the first location for its international support capability due to its favourable time zone alignment with Ireland, strong technology talent pool and cultural alignment.
The company said its new service represents the next step in its managed services strategy, moving beyond traditional support to an always-on model and giving customers access to continuous coverage through teams in Ireland and New Zealand.
It marks the first part of a multi-phase strategy to strengthen the company’s customer support and service delivery model.
As well as 24/7 monitoring, triage and escalation, the capability will provide critical services including data protection and cyber resilience.
Pamela Farrell, the CEO of HCS, said the company’s customers depend on technology to deliver core services and continuous business operations.
“When technology disruption occurs, the impact can be financial, operational and reputational. At HCS, this investment is about helping customers reduce that risk,” Ms Farrell said.
“Through the launch of our follow-the-sun service, our customers can have greater confidence that HCS will detect, assess and respond to service impacting issues as they emerge. This is central to our customer experience model, ensuring that customers are confident and reassured their IT environment remains continuously protected, actively managed and operationally resilient,” she said.
“This is the first step in a multi-phase strategy that will further strengthen HCS’s capabilities and continue to meet the evolving needs of our existing customers across the IT services spectrum,” she added.
Finn Grant, Head of Service Delivery at HCS, said the launch of the new follow-the-sun service is a fundamental shift in how the company supports its customers.
“HCS’s investment in advanced technologies, coupled with specialist technical expertise, ensures that our teams can identify potential problems and respond earlier to reduce customer impact where issues arise,” he said.
