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Home > Managed it Services > Optimising IT’s unique Service Desk model – Increasing user productivity & First Contact Resolution

Optimising IT’s unique Service Desk model – Increasing user productivity & First Contact Resolution

by | Feb 22, 2019 | Managed it Services, OIT Updates

What sets our Service Desk above the rest?

Our highly skilled Service Desk heroes know a thing or two about teamwork. Our unique Service Desk model ensures all support requests go straight to highly trained 2nd and 3rd line technicians, purposefully split into ‘Reactive’ and ‘Proactive’ teams to deal with incoming support requests in the most efficient way. Our Reactive team rapidly resolves incidents and issues, while our uninterrupted Proactive team can focus on actioning service requests to drive end user productivity to continually improve the service we provide to our customers.

With a front loaded, intelligent Service Desk model, staff can contact us by email or telephone, safe in the knowledge that our experienced 2nd and 3rd level team will manage any incidents through to resolution, all the while keeping them informed of progress. Resulting in minimal staff downtime and frustration, and an above average First Contact Resolution (FCR) of 78%.

Discover how we’re supporting nGAGE; reducing IT tickets from 2.8 to less than 1.2 per user per month within the first 6 months, and increasing FCR from 58% to an impressive 85% in the first month.

Standard Service Desk Models

All too often, traditional, linear Service Desk models can lead to poor communication, longer waiting times, low first contact resolution and ultimately frustrated staff. This is attributed to a lack of expertise at first contact (often in-experienced first line support), coupled with shared incoming incident and service requests, which can only lead to slower response times, escalation to more experienced technicians and interrupted ‘fire-fighting’ support. The overall impact, is a lower FCR and a frustrated, un-productive workforce through no fault of their own.

Find out more about our unique Service Desk offering and Managed IT Services, or get in touch to find out how you can make a positive change to your business. Call us on 0330 403 0011.

Managed IT Services

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78% Average First Contact Resolution

98.8% Average Customer Satisfaction Score

Rapid Response Time

Cyber Focused Approach

Why Choose Us

why choose us

CONSULTATIVE APPROACH, ELEGANT IT SOLUTIONS

Our consultative approach enables us to get to know your business, so we can deliver elegant IT solutions that are cost-effective and in tune with your business needs.

HIGH QUALITY SERVICE, STRAIGHT TO 2ND LINE

Our UK based Service Desk goes straight to a highly qualified 2nd line support engineer, guaranteeing a quick response and resolving most issues at First Contact. That’s why we’re able to consistently achieve over 78% First Contact Resolution (FCR). This keeps staff downtime to a minimum compared to traditional 1st line slow to respond Service Desk models.

EXPERT TEAM, SEAMLESS INTEGRATIONS

Our commercially focused, highly experienced team understand the importance of seamless integration with in-house teams and delivering a consistent, high standard of service.

MEASURING SUCCESS, KPI DRIVEN

Our services are continually monitored and KPI driven. Our reporting is shared in a collaborative way, guaranteeing transparency and a focus on continued service improvement from a high-quality baseline.

FLEXIBILITY, CO-SOURCE OR OUT SOURCE SERVICES

Our Co-source and Out-source services mean we are flexible in our approach to deliver the appropriate level of support for all our customers.

CONNECTED WITH TRUSTED TECHNOLOGY

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CONSULTATIVE APPROACH, ELEGANT IT SOLUTIONS

Our consultative approach enables us to get to know your business, so we can deliver elegant IT solutions that are cost-effective and in tune with your business needs.

EXPERT TEAM, SEAMLESS INTEGRATIONS

Our commercially focused, highly experienced team understand the importance of seamless integration with in-house teams and delivering a consistent, high standard of service.

FLEXIBILITY, CO-SOURCE OR OUT SOURCE SERVICES

Our Co-source and Out-source services mean we are flexible in our approach to deliver the appropriate level of support for all our customers.

HIGH QUALITY SERVICE, STRAIGHT TO 2ND LINE

Our UK based Service Desk goes straight to a highly qualified 2nd line support engineer, guaranteeing a quick response and resolving most issues at First Contact. That’s why we’re able to consistently achieve over 78% First Contact Resolution (FCR). This keeps staff downtime to a minimum compared to traditional 1st line slow to respond Service Desk models.

MEASURING SUCCESS, KPI DRIVEN

Our services are continually monitored and KPI driven. Our reporting is shared in a collaborative way, guaranteeing transparency and a focus on continued service improvement from a high-quality baseline.

connected with trusted technology

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