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.
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.
- 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
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.