Customer case study · Media, television & entertainment
Creative people.
Everyday technology.
Practical support.
Supporting Banijay’s employees with a live first-line IT helpdesk, agreed troubleshooting and structured support tickets that connect unresolved issues with specialist teams.
Banijay is a major global media and entertainment business, producing and distributing programmes watched by audiences around the world.
Its portfolio includes internationally recognised titles such as Big Brother, MasterChef, The Traitors, Survivor and Peaky Blinders. Across entertainment formats and scripted storytelling, its production companies bring together creative talent and specialist expertise.
Behind that output are employees working across production companies and business divisions. Everyday access to systems, applications and technical resources supports their work.
When a login fails, an application stops responding or a system error interrupts a task, staff need a clear way to obtain assistance. A dependable first-line helpdesk helps connect those employees with the appropriate support.
A diverse creative business
Different teams.
Shared reliance on technology.
Employees across a media organisation need working applications and access to the systems used in their day-to-day roles.
An accessible support process
A problem explained.
A practical next step.
Some enquiries can be addressed through initial guidance; others need clear documentation and specialist investigation.
The trusted partnership
A live first response.
Practical assistance.
A documented handover.
Norango provides Banijay with an outsourced live IT helpdesk, acting as the first point of contact for employees experiencing technical difficulties.
Trained live receptionists establish the issue, carry out agreed first-line troubleshooting and raise support tickets when specialist attention is needed. Banijay’s technical team can then investigate and follow up with the employee.
The operational challenge
A login difficulty.
An application error.
An employee needing help.
Technical problems can prevent staff from accessing the tools they need. Calls may involve passwords, company systems, unresponsive applications or faults requiring further investigation.
Not every enquiry requires specialist intervention. Straightforward problems may respond to agreed troubleshooting, while more complex issues need the attention of a dedicated IT team.
Banijay needed a dependable first contact that could offer initial assistance, gather accurate details and ensure unresolved enquiries entered the correct support process.
Employee IT enquiries.
The issue understood.
Norango receives calls about system access, login difficulties, application problems, errors and general IT requests. Receptionists gather relevant information and establish whether the issue falls within the agreed first-line support procedures.
Basic troubleshooting.
Practical initial guidance.
Where appropriate, the team guides employees through straightforward steps such as refreshing systems or following agreed guidance to restore access. Some enquiries can be addressed at this stage without further technical intervention.
Password assistance.
Approved procedures.
Employees can receive help with common password and login difficulties, including assistance with password resets through approved procedures. The team works within the agreed scope of Banijay’s support service.
Unresolved incidents.
Support tickets raised.
When first-line assistance does not resolve the issue, Norango raises a support ticket. Receptionists record the employee’s information, the nature of the fault and the troubleshooting already attempted, giving the technical team a clear starting point for investigation.
Specialist issues.
A clear onward route.
More complex problems are documented and referred to Banijay’s designated IT personnel. The specialists can contact the employee directly to investigate and resolve the issue, with the initial information already captured.
Understand the issue. Help within scope.
Record what matters. Connect the specialists.
Understand the employee’s problem and gather relevant details.
Use agreed troubleshooting and approved access-support procedures.
Record unresolved faults and the steps already attempted in a support ticket.
Pass the issue to Banijay’s designated technical team for further investigation.
The value for Banijay
Approachable help.
Structured information.
Focused technical attention.
A dedicated first contact
Employees have a professional live point of contact for reporting IT difficulties.
Agreed first-line assistance
Straightforward issues can be addressed through basic troubleshooting procedures.
Password and login guidance
Common access problems receive assistance through approved support processes.
Accurate incident records
Fault details, employee information and attempted troubleshooting are captured for investigation.
Support tickets for specialists
Unresolved enquiries are documented and referred to the appropriate technical personnel.
Reduced internal IT pressure
Norango manages routine enquiries and initial assistance, helping specialists concentrate on more complex problems.
A consistent and approachable process helps employees explain their problems and obtain the next stage of support.
The outcome
A practical first line.
A clear support process.
A connected IT team.
Banijay benefits from a structured approach to employee IT enquiries, combining live call handling, basic troubleshooting, approved password assistance and support ticket logging.
Straightforward issues can be addressed at the first point of contact. Those requiring deeper investigation are recorded and referred to Banijay’s technical specialists with relevant information about the problem and steps already taken.
The partnership demonstrates how an outsourced live helpdesk can provide practical first-line support while maintaining a clear connection between employees and specialist IT teams.
First-line IT support that keeps businesses connected.
Give your employees
a helpful first response.
Talk to Norango about live IT helpdesk support, agreed troubleshooting and structured incident logging for your organisation.
Service details are based on the supplied Banijay customer case study. Company and programme background: Banijay’s company story and programme portfolio. Logo: Banijay. Published 12 November 2026.