The Service Desk is the window to IT services. When things go wrong on the Service Desk, the organisation’s perception of the IT department can suffer. Maybe you need to consolidate multiple desks into single quality service. Perhaps you’re considering whether your desk would be best placed inhouse, or outsourced or co-sourced with an expert partner. Whatever your issues and goals, Pink Elephant will help you to establish a motivated, efficient and experienced team focused on delivering exceptional service.
More than ever, Service Desks are facing a wide variety of performance-related issues, including:
Assess We perform an initial benchmarking exercise, which assesses how your Service Desk compares to industry best-practice standards. The exercise reviews customer service, the Service Desk function, tools and technologies, and supporting processes. At this stage, we also offer preliminary strategic, tactical and operational advice, based on our experience transforming Service Desks. Implement Based on our findings, we will create, propose and, following your approval, implement a solution that meets your requirements. Every Service Desk is different, so our solutions are never the same. Our proposals may comprise:
Improve Once the solution is in place, we seek to continuously improve the Service Desk by unlocking the enthusiasm, motivation and potential of team members throughout their deployment. We will work in partnership with you at every stage, ensuring your organisations always benefits from new skills and a talent pool that’s easily accessible through an ongoing managed succession process. This also ensures that knowledge and skills transfer successfully between team members.
With over 20 years’ experience in the Service Desk industry, Pink Elephant leads the way in delivering effective operations, skilled teams and outstanding service. At every step, we ensure our solutions meet client requirements by focusing on the people, processes and performance of Service Desks.
Our solutions transform underperforming structures into high-achieving teams that win the respect of customers throughout organisations. It is also imperative to consider the impact of ABC, Attitudes, Behaviour & Culture on the performance of your Service Desk and the people involved. We can demonstrate how everyone is accountable for their attitude and behaviour, but how these are influenced, impacted and driven by the culture of the organisation. Undesirable negative influences can undermine service improvement efforts at every stage of an improvement programme.