Identifying Service Desk Challenges

Service Desks today face a wide range of performance-related challenges, including:

• Low First Line Resolve Rates: Many Service Desks struggle with first-line resolve rates below 60%, despite industry averages targeting 75%.
• Customer Satisfaction Issues: Poor service and strained relationships with customers can damage your organisation’s reputation.
• Inadequate Tools: Lacking the necessary functionality to support effective incident management can hinder your Service Desk’s performance.
• Motivation and Development Gaps: Without clear career development paths, inductions, and regular performance reviews, employee motivation can suffer.
• Recruitment Challenges: Delays in hiring staff with the necessary skills, such as multilingual analysts, can lead to service disruptions.
• Ineffective Processes: Poor process ownership and unclear escalation procedures often result in Service Level Agreement (SLA) breaches.

Transforming Your Service Desk

With over 20 years of experience in the Service Desk industry, Pink Elephant is a leader in delivering effective operations, skilled teams, and outstanding service. We focus on the people, processes, and performance of Service Desks to ensure our solutions meet your specific needs. Our approach transforms underperforming teams into high-achieving units that earn the respect of customers throughout the organisation.

It’s also essential to consider the impact of Attitudes, Behaviour & Culture (ABC) on Service Desk performance. At Pink Elephant, we recognise that everyone is accountable for their attitude and behaviour, but these are also influenced by the broader organisational culture. Negative cultural influences can undermine service improvement efforts at every stage, so addressing them is key to success.

Our Process: Turning Insights into Action

1. Assessment

We begin with a comprehensive benchmarking exercise to evaluate how your Service Desk compares to industry best practices. This assessment covers customer service, the Service Desk function, tools and technologies, and supporting processes. Based on these insights, we offer preliminary strategic, tactical, and operational advice drawn from our extensive experience in transforming Service Desks.

2. Implementation

Following our assessment, we create and propose a tailored solution designed to meet your specific requirements. Upon your approval, we move forward with implementation. Since every Service Desk is unique, our solutions are customised to fit your needs and may include:

• Training, Coaching, and Mentoring: For managers, team leaders, and analysts to ensure they are well-equipped to excel.
• Staff Recruitment and Development: We can recruit and develop staff for deployment within your organisation or in a Pink Elephant environment.
• Supplementing Your Team: Our motivated Pink Service Desk Analysts can support your Service Desk by implementing and maintaining best practices, leading by example, and ensuring service continuity.
• New Management Procedures: We introduce staff management and career development procedures to foster a motivated and skilled workforce.
• Comprehensive Performance Assessments: We implement full Service Desk performance assessments, reports, policies, processes, and procedures.
• Onsite Management: We can also conduct onsite Service Desk management to ensure continuous improvement.

Putting Your Revitalised Service Desk Centre Stage

Our approach to creating an excellent Service Desk is structured and thorough. Throughout the process, you’ll receive support from expert consultants and analysts who are trained and certified in all aspects of IT Service Management. This includes company and customer culture, customer service, telephone techniques, technologies, procedures, work instructions, and more. Each team member holds SDI Service Desk Analyst Certification and ITIL Foundation Certification, so you can rest assured that your solution is in expert hands.