Service Desk

Background

In Massoft an IT Consulting Service Company Our client's objective was to define and implement an organizational framework that enabled them to establish a world-class service desk that offered a complete and exceptional IT support to the business divisions. The goals were to establish a foundation through which an ITIL-based service desk function and organization would be developed.

Challenge

Lack of coomon organization processes, common skills-sets and shared experience prevented the various help desks within our client from evolving to a cohesive, functional organization ready and able to deliver world-class service support to their IT customers.

• Applications are web-hosted, designed to be cross-divisional and span multiple help desks
• Tools, processes and staffing levels prohibit shared support of customers and applications
• Each help desk was staffed with agents trained to specific applications and for specific customer bases.

Solution Highlights

Our client moved into common, globalized delivery of IT services by leveraging the following:

• Identified the technical and functional requirements needed to become a World-Class Service Desk.
• Created, designed and integrated a Service Desk Process with an Incident Management process, facilitated the restoration of normal operational service minimizing the adverse impact to the end user within the agreed service level and Customer priorities.
• Proactively identified the opportunities to lower the cost of the delivered services by monitoring the software, hardware, and network used by the Customer.
• Designed a knowledge base for documenting all call resolutions and known errors for providing a high degree of business and technical knowledge to the Service Desk Analyst.
• The Service Desk acted as the central communication liaison for all IT-specific announcements both to the Customer and to other IT functions located across our client's organization.

Results

Our client is able to attain the resolution rate because of implementing the Service Desk process and by implementing a toll free number for all internal and external customers which routes all calls to the Service Desk. Our client also implemented the Incident Process and the knowledge base which assists the Service Desk Analysts in being able to resolve technical issues more quickly. As a result of our client's service desk, they can now confidently say they are a World-Class Service Desk.