Tower 5: Service Desk
The ‘IT help desk’ has traditionally concentrated on operational metrics, reducing cost per call, faster resolution times and first time fix rates.
However, the help desk of old is increasingly expected to deliver business and user satisfaction by improving the customer experience – developing into a multi-function and value add service desk.
Increased knowledge and utilisation of e-support, the demand for dynamic feedback, and changes in customer working practices requiring 24*7 coverage, are trends shaping the technical support and help desk services markets.
Increased knowledge and utilisation of e-support, the demand for dynamic feedback, and changes in customer working practices requiring 24*7 coverage, are trends shaping the technical support and help desk services markets.
We leverage our deep understanding of help desk management technologies and global provider services to secure cost advantages for our clients. Our ITIL trained consultants assist with:
- Collecting and benchmarking your current help desk performance for both generic and specialised IT applications and services
- Designing a rage of help desk delivery options, taking into account IT complexity, global reach, corporate culture and integration with other IT services
- Selection of best help desk sourcing option, based on the ITIL service configuration levels that best meet your needs, plus negotiation of services contracts that best embed ITIL practice into a clear and deliverable framework
- Implementing a comprehensive transition process that prepares your retained organisation to manage help desk operations, so forecasted value and performance can be achieved
Client Example
Helped a major UK hospitality group outsource their IT service desk function to an offshore provider driving a 30% percent run rate saving, simultaneously increasing the availability of the service desk to the user. This was a service critical to the frontline function to support restaurant managers.
Helped a major UK hospitality group outsource their IT service desk function to an offshore provider driving a 30% percent run rate saving, simultaneously increasing the availability of the service desk to the user. This was a service critical to the frontline function to support restaurant managers.
To speak with a member of the ITO practice please contact John Sheridan on +44 (0)20 7242 0666.
