Building on success: Biogen Australia enhances IT support infrastructure

500+ tickets a month, one dedicated on-site agent, and an IT experience employees actually rave about.

Client

Biogen Australia

Industry

Biotechnology / Pharmaceuticals

Location

Melbourne, Australia

Services

Managed IT, On-site Service Desk

Facts that Matter:

Motivations for change

Founded in 1982, Biogen Australia is a leading affiliate of Biogen Inc., a global biotechnology company dedicated to discovering, developing, and delivering life-changing therapies for people living with serious neurological and rare diseases. Headquartered in Melbourne, Biogen Australia serves patients and healthcare professionals across the country with a team committed to scientific excellence and patient advocacy.

Their IT service desk was handling a substantial volume of requests – averaging over 500 tickets per month. That’s a testament to a proactive workforce, but it also created real challenges. Response times were slipping, resource allocation between day-to-day support and larger projects was getting tricky, and the team was stretched thin. Biogen Australia wanted to get ahead of it – proactively enhancing the employee IT experience before small frustrations turned into bigger problems.

Key challenges included:

The solution

iwx implemented a comprehensive managed IT solution featuring a dedicated, on-site service desk agent – someone embedded in Biogen Australia’s team who understood their environment inside and out:

Dedicated on-site agent: A service desk professional who prioritized and resolved issues efficiently, minimizing downtime and ensuring employees got prompt assistance
Proactive support: Addressing issues before they escalated, rather than just reacting to tickets as they came in
Resource optimization: Freeing up internal teams to focus on larger projects while day-to-day support ran smoothly
Seamless integration: Working alongside Biogen Australia's existing IT processes and culture

The impact

Biogen Australia experienced significant improvements across the board – faster responses, happier employees, and an IT environment that finally had the support it needed to keep pace with a growing, proactive workforce.