Challenge
A global financial institution sought to strengthen its IT Help Desk while advancing a long-term community investment strategy focused on individual development and broader wealth creation. With approximately 150 Help Desk agents in the Chicago area, the organization faced pressure to scale support without compromising service quality.
The challenge included rapidly onboarding new talent capable of supporting both day-to-day user issues and specialized Wealth Management applications, while aligning with the company’s broader workforce development goals. A solution was needed that combined operational support with meaningful career pathways for local talent.
Solution
A structured apprenticeship program was deployed, placing apprentices in Level 1 IT Help Desk and Wealth Management application support roles. Apprentices received mentorship, hands-on experience, and the opportunity to earn industry certifications such as CompTIA A+, quickly becoming productive members of the support team.
The program also expanded to address future technology initiatives, providing support for AI enablement for 14,000 prospective users. This dual focus ensured both immediate operational support and strategic readiness for emerging technologies, all while fostering skill development and career growth for participants.
Services Delivered
- Deployment of IT Help Desk apprentices for Level 1 and application support
- Training and mentorship to achieve professional certifications (CompTIA A+)
- Integration of apprentices into daily IT operations
- AI enablement support for future technology adoption
Benefit
The program expanded Help Desk and application support capacity, allowing the organization to maintain high-quality service while executing its community investment strategy. Apprentices gained valuable skills and certifications, preparing them for long-term careers in IT.
Eight apprentices successfully transitioned to full-time roles, creating a sustainable talent pipeline. Additionally, AI enablement preparation positioned the organization for future technology adoption, enhancing workforce readiness and operational resilience.
