IT Support Services

Here are some of the reasons organisations ask Pink Elephant to outsource their IT Support function:

• Demotivated, under performing staff
• Client Management swampped by ‘people management’
• Low first time fix rate
• Service Desk ‘churn’ – contract resource
• Lack of knowledge transfer/management
• Lack of process & process automation
• Over resourced Service Desk for highest peak in calls
• Lack of out of hours service
• No or poor relationship with customer base
• Poor Service Desk Leadership/Management
• Lack of Career progression
• Incumbent doesn’t understand ‘Service’ – more interested in technology than service
• Using agency staff doesn’t give any quality or consistency
• Current contract is not fit for purpose, i.e. based on number of Incidents coming through the Service Desk – therefore no motivation to reduce through better process

What areas can Pink Elephant Support & Manage:

Customer Support and Service Desk – 1^st Level Support, SD Analysts/Agents, Team Leaders, SD Managers

Technical and Applications Support – 2^nd, 3^rd Line Support, Desk-Side Technicians/Engineers

IT Service Management (ITIL) – All Process Support functions – Incident, Problem, Change, Service Introduction, Service Catalogue, Capacity Management etc, etc

Having implemented best practice solutions within the IT Support function over the years, Pink Elephant understand that the most important element of this function is that it is your customers window into IT and the point where your business’s perception of quality is formed.

Effective management of IT Services is heavily reliant on the quality of personnel employed by the organisation to ensure effective support of the business. For many years the IT Service Management industry has acknowledged that success is maximised through a combination of good people, process and technology. Moving into the next era of service management, these elements need to be performing together at optimum levels to satisfy the increasing business demands being placed upon IT.

Therefore, our people are selected from a vigorous recruitment process based on “the right mindset” and put through an intensive induction where they achieve at least ITIL® and SDI® Service Desk Analyst certification as well as core customer service skills training.

Ask an experienced consultant and they will tell you that the typical starting point for any IT service improvement initiative, based on best practice, is at the Service Desk and the Incident Management processes which guide it’s activities. The simple reason behind this is the fact that IT Support is a core, and most visible element of IT service delivery. Most organisations have a function in place to “fix” things, with some level of maturity, and improvements to this area are relatively quick to achieve with high benefit to the business customer without requiring major organisational change.

To this end, Pink Elephant’s IT Support Services focus on the IT Support function and provides your organisation with the capacity to improve performance, reduce cost and risk and make your IT Support more efficient, whilst at the same time improving your customer’s perception of the IT organisation as a whole and the people who run it.

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