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Managed Service: Universal Help Desk
Our Portland-based client’s IT Service Center was in need of a strategic partner to improve their processes and efficiencies around their Universal Help Desk. The small Tier 1 support team was responsible for supporting approximately 1,500 employees company-wide.
The current Tier 1 support team was struggling to gain consistency in terms of triage and process, and had difficulty keeping up with unmanageable ticket queues. The result was that higher tiers of support ended up being involved in a high number of lower level support issues.
Xtreme Consulting was selected as a strategic partner to come in and implement their Managed Service: Universal Help Desk model. Xtreme set their focus on fulfilling client needs, cost control, and over time, cost reduction with the goal of maintaining excellence in delivery of services.
Making it happen
Xtreme quickly assembled a team of experienced consultants to improve the client’s Universal Help Desk function to meet the current and growing needs of the IT Service Center.
Xtreme quickly sourced, recruited, and hired two vital roles to join the client as valuable team resources: a Deskside Technician and Team Lead.
Training and Development
Xtreme’s consultants trained the department on customer service standards/expectations, deescalation methods, and general soft skills training. Important lessons ranged from end user satisfaction, to juggling multiple requests while still ensuring a seamless resolution. The consultants identified major gaps in the deployment process and instantly began the process of gap correction, documentation correction and automation scripting.
Help Desk Implementation
Xtreme’s team of consultants became the “front line” of the support team for receiving, triaging, and dispatching incident calls as appropriate. Also, Xtreme’s team took ownership of receiving and documenting service requests. These were two of the client’s most time-consuming and tedious tasks that required focus and traction.
Xtreme’s Managed Service team came in, took command and control by providing structure, priority, clarity and communication. Not only did they resolve the heavy volume of tickets down to baseline, but they conducted valuable training and established standards and procedures to increase the overall performance of the IT Shared Service Center.
Manageable Ticket Queue
With the adoption of the “First In, First Out” policy, the team has followed documented guidelines in an organized and timely manner, which resulted in a manageable ticket queue. On average, the team now has a steady state of 50 tickets daily, compared to previous days with 80+ tickets.
Better use of Staff
Xtreme’s team served as the front line for end user calls, freeing up the client’s time to allow for employee career growth and more focused Subject Matter Expert work and strategic projects. Sixty days into the engagement, the Universal Help Desk was successfully handling 67% of the support team’s incident calls and tickets. The Supervisor was relieved of 12-15 hours per week they were previously spending on the Universal Help Desk.
Cost & Time Savings
The Universal Help Desk team implemented reporting techniques on support/service trends that enabled our consultants to develop efficiencies, saving the client time and money.
Consistency & Repeatability
The Xtreme team operated on the schedule of the client, with staggered schedules and breaks to guarantee consistency in coverage, from 6am - 6pm. They established standard decision-making trees, repeatable processes and appropriate routing to increase productivity and define standards for the support team.
Rapid Response to Organization and Business Needs
After establishing reporting metrics, the Xtreme team’s performance was measured on adherence to Service Level Agreements and end user satisfaction. The team is now able to communicate trends to upper management.
"Coordination, staffing flexibility, resource distribution, testing, data gathering, enthusiasm, and teamwork were top notch." - IT Service Delivery Supervisor