Quest Case Study

Quest Technology Management (Quest) is an IT consulting and management firm with a presence in North America, Europe and Asia. For 30 years, Quest has delivered 24/7 expertise to keep business information safe and secure. It specialises in cybersecurity, technology management and managed cloud services.

When a shortage of qualified US-based staff threatened to impact service delivery, the firm pivoted, seeking talented staff abroad.

We spoke with Quest CEO, President and Founder Tim Burke to find out why Outsourced remains their outsourcing partner of choice.

• Location: USA
• Industry: Information Technology
• Outsourced Staff: NOC, Network & Security and Service Help Desk

The challenge

Global businesses encounter many growth challenges, but none could be more restrictive than being unable to source the right talent.

Quest operates a network of service delivery centres worldwide to ensure its clients have on-demand access to IT expertise and support. However, it was too difficult to find staff willing to work night shifts in the United States.

Crucially, Quest’s hiring criteria included knowledge and skills in NetApp, Cisco, Citrix, EMC and VMware. Such advanced technical capability came at a high price locally.

The solution

Quest sought an outsourcing partner that could provide qualified, knowledgeable staff at a fraction of the cost of onshore hiring.

Outsourced was the obvious choice for our access to the top 5% of talent in the Philippines — and a 98% retention rate. Plus, the region’s reduced labour costs and time zone differences had operational advantages that were impossible to ignore.

A small team of Network Operations Centre and Service Helpdesk staff were onboarded within a few months. That was almost nine years ago, and the partnership is even stronger today.

“Working at Outsourced has been an incredible journey of growth and opportunity,” says Vrian Colaba, a Senior Network Engineer who was one of Quest’s first Philippines hires. He cites Outsourced’s company culture as the reason he loves coming to work everyday.

Quest CEO Tim Burke says working with staff like Vrian for close to a decade has been an overwhelmingly positive experience. Since 2014, the firm has grown its Philippines headcount to 25 and kept their promise of providing flexible, personalised technical expertise.

With support from Outsourced, Quest customers from all over the world can safely rely on the firm whenever IT assistance is required.