Vertex Energy: Fully Managed 24/7 Transatlantic Service Desk
When a global energy company needed to rapidly spin up and scale IT support for over 600 employees during a multi-million-dollar acquisition, Creative ITC’s agility, expertise, and round-the-clock delivery ensured critical business operations continued without interruption.
Challenge
Vertex needed to maintain uninterrupted refinery operations and 24/7 IT support for over 600 employees during a major and highly regulated acquisition.
Solution
Creative ITC deployed a fully managed transatlantic Service Desk in just 10 days, delivering round-the-clock first, second and third-line IT support across infrastructure, cloud, applications and security.
Results
Vertex achieved a near two-thirds reduction in IT tickets, zero operational disruption, and 100% SLA success, ensuring continuous performance and peace of mind post-acquisition.
Starting Point
During a complex, multi-site acquisition, Vertex Energy needed to keep its refinery operations running without interruption. Internal IT teams were stretched to capacity, and support for several critical systems was nearing end-of-life creating serious risk to business continuity.
The organisation required a technology partner capable of delivering around-the-clock IT support across multiple time zones, maintaining uptime for essential infrastructure and applications, and ensuring a seamless transition with zero impact on production.
Transformation
Creative ITC delivered a fully managed 24/7 service desk underpinned by the latest ITIL best practices, ensuring stability and visibility across Vertex Energy’s entire technology stack. Working seamlessly with both on-site and remote teams, the service covered everything from desktops and networking to cloud environments, virtual servers, applications, and security.
The solution provided end-to-end support from first-line troubleshooting to specialist second-line refinery expertise and Azure-certified third-line assistance. Smart remote management and ticketing tools enabled real-time monitoring and rapid response, with the full service deployed and operational within just 10 days to meet critical business deadlines.
Creative engineers worked closely with Vertex’s internal IT teams across the US and UK, validating and cleansing legacy systems, auditing all end-user applications, devices, and cloud infrastructure. This hands-on approach reduced operational risk and created a robust, accurate asset register laying the groundwork for ongoing service excellence.
Outcome
Within just five months, Vertex Energy saw a 65% reduction in IT tickets, reflecting major improvements in stability and user experience. Proactive monitoring and rapid response dramatically lowered the risk of outages and downtime, keeping operations running smoothly around the clock.
A cleaner, more accurate asset register gave the business full visibility across systems and devices, strengthening governance and future planning. Meanwhile, 24/7 technical coverage ensured continuity of service in a cost-effective model that met every operational need.
Since the acquisition, Creative ITC has maintained a 100% SLA success rate and continues to provide exceptional 24x7x365 support for Vertex Energy’s global operations, building long-term trust and consistently exceeding expectations.
65%
Reduction in IT tickets
100%
Uptime during transition
100%
SLA success rate
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