A help desk measured only on speed pushes everything up the chain. We staff and equip the first line to actually resolve the common requests, track first-contact resolution as the primary measure, and use what comes in to remove the causes of the most frequent calls.
Managed IT Services
Help Desk
A first line that resolves, and knows when to escalate.
Overview
What the engagement covers
- Single point of contact across phone, email, chat and portal
- Triage and prioritisation against business impact
- First-line resolution targets, with the knowledge to meet them
- Self-service and automation for the highest-volume requests
- Satisfaction measurement per ticket
What you leave with
- More resolved at first contact
- Shorter waits for the people who need help
- The most common requests handled without a ticket at all
Managed IT Services
The rest of this practice
Help Desk, scoped to your estate
Tell us where you are and what it has to be worth. We will come back with a scope, a sequence and a number.