The Service Desk is the face of a company’s IT Services. So, if things go wrong on the Service Desk, the whole IT department can suffer reputational damage within the company. More importantly, the reputation of the people managing IT Services will also suffer.
Any experienced consultant will tell you that the typical starting point for any improvement initiative – based on IT Service Management best practice – is with the Service Desk and the Incident Management process that guides its activities.
As we’ve established, IT Support is the front-facing representative (and therefore the most visible element) of IT Service Delivery. It is a core function that most organisations have: ‘fixing’ IT-related problems with some level of maturity. Improve this key area and other improvements will naturally follow, including customer satisfaction.
The good news is that it is relatively quick to enhance this area – there is no need for major organisational change. However, critical to the success of these improvements are, of course, the people providing customer support activities.
The Pink Elephant Managed Service Desk places the emphasis on the staffing, management and improvement of your customer’s single point of contact to the IT department. Pink Elephant provides certified, experienced people at the ‘peak of their enthusiasm’ to deliver this critical element of customer service excellence, based firmly on ITIL best practices.
The deployment of the team is carried out using a proven transition plan suitable for any organisation, and provides immediate access to globally tested ITIL processes and procedures – fully documented – allowing for the implementation of key best practice disciplines from the outset.