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IT-SupportUser Help Desk – maximizing first-level resolution rateA German state organization wanted to improve the quality of service of its user help desk and ensure transparent service processes, while minimizing administrative effort. The complication was that the user help desk served as the central point of contact for all user queries for all of the organizations’ workers. So it was responsible for 120,000 users and 145,000 systems, as well as coordinating all related support processes. This responsibility spanned a large number of standard office communications applications as well as more than 400 customer-specific applications. Obviously, the number and complexity of applications placed high demands on the help desk. To complicate matters further, service levels fluctuated by up to 40 percent. Average service level achievement, January – March 2009
They engaged HELPBYCOM, the SELLBYTEL Group’s IT support provider, to put together a team of specialists. HELPBYCOM’s technically accomplished IT experts put processes in place to reliably handle requests and ensure higher customer satisfaction. In order to fulfill this demanding customer’s expectations, team members are continuously trained and re-trained, both in technical knowledge and in communications skills. Both the operations and quality control departments cooperate closely with the organization’s managment in order to flexibly react to changing technical requirements and workload fluctuations. As a result, service-level benchmarks regarding availability and first level resolution rates are being achieved routinely, to the authority’s full satisfaction. Case studiesContact
DO YOU HAVE QUESTIONS OR WANT MORE DETAILS? Then contact me: Tel.: +49 (0)911 - 9339-3611 Fax: +49 (0)911 - 9339-1600 Volker.Haessler[@]sellbytel.de Our clients
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