Extending Global IT Support into Asia

The Challenge

A multinational company headquartered in the United Kingdom had significant operations across Asia, with offices in Hong Kong, Singapore, and mainland China. Despite the scale of its regional footprint, the business had no dedicated IT support team on the ground in Asia.

All IT support and management were being handled from the UK, which quickly became a major obstacle. Time zone differences meant incidents raised in Asia often had to wait several hours before receiving attention, creating unnecessary downtime and frustration for local staff. Language barriers added another layer of difficulty, particularly when dealing with local users, third-party service providers, and regional vendors.

Procurement of IT equipment and software licences in China and wider Asia was another significant issue. Navigating local regulations, supply chain restrictions, and warranty management from thousands of miles away often resulted in delays and increased costs. In addition, managing third-party vendors remotely proved complex and inefficient, with cultural and communication gaps hampering service quality.

The Solution

To address these challenges, the company partnered with PTS Managed Services to act as an extension of their IT function in Asia. PTS provided both onsite and remote IT support services, delivering the “boots on the ground” presence that the business lacked.

Our multilingual service desk and experienced engineers became an integrated part of the client’s global IT operations, ensuring that incidents and requests raised in Asia could be addressed immediately, without the delays caused by time zone differences. Onsite engineers in Hong Kong and Singapore provided local coverage, while our remote help desk offered round-the-clock support, creating a seamless experience for users.

In China, where procurement and licence management is notoriously complex, PTS took on the role of trusted regional procurement partner. We sourced, supplied, and managed IT equipment and software licences, ensuring compliance with local regulations while aligning with the client’s global standards. This removed a significant operational burden from the UK headquarters.

Vendor management was also central to the service. Acting on behalf of the client, PTS coordinated with local service providers and contractors, bridging language and cultural barriers to ensure work was completed to the company’s required standard. Our detailed reporting and documentation provided the UK IT leadership with full visibility of operations in Asia.

The Outcome

By engaging PTS, the client transformed its IT operations in Asia. End users across Hong Kong, Singapore, and China now had immediate access to reliable IT support, reducing downtime and improving productivity. IT procurement became streamlined and predictable, with PTS handling everything from sourcing and delivery to licence and warranty management.

The company’s UK headquarters benefited from having a trusted partner managing IT on the ground in Asia, while still maintaining overall governance and strategic control. PTS effectively became an extension of their IT team, delivering local expertise, faster response times, and operational efficiency.

Conclusion

This partnership highlights the value of having a regional IT support presence for global businesses operating in Asia. By combining onsite expertise with remote service desk capabilities, PTS ensured that the client’s employees received the support they needed, when they needed it. The result was a more resilient, efficient, and cost-effective IT operation—helping the client focus on its core business objectives while leaving the complexities of Asia IT support in safe hands.