How to make Service Desk sympathetic?

What is Service Desk and what it is eaten with?

Fix problems during the operation of the printer or scanner, to legally install "antiviral program" on computers of employees in the company staff of 500 people and more, to solve a mass problem with obtaining e-mail in several divisions, to recover operability of the program of 1C for the accountant on the eve of the future audit is those tasks which solution it is the best of all to charge to the professional. In such cases only one call or the letter to the competent staff of service Service Desk – is an available, operational and convenient opportunity for the companies appreciating the time and money.

There is a lot of companies providing so popular service and competitive environment stimulates to providing better service. Each provider selects the way including ICL Services company which went on the way of providing "innovation" to the clients - sympathetic Service Desk.

In difficult business climate when the stable rate of euro/dollar becomes the main thing, sympathetic Service Desk is necessary to all companies: large and not really, with branches and without and even that who already has Service Desk.

Sympathetic Service Desk

Whether the company provider of IT services Service Desk in addition to providing high-quality services can, give to the customer something bigger?

For ICL Services the different approach to Service Desk provision of services based on individual and really human relation became relevant essentially. As a result - not just in time the received call and fast elimination of a technical issue, and a good impression of work of the employee "on that side of the handset" and confidence of the client in the attentive relation to it - became an important factor during the work of ICL Services with the customer.

What first of all do you estimate at the appeal to Service Desk? Possibly, tone of the address to you, desire of the employee as soon as possible to resolve an issue, so and to listen to you. It is important to client to be the witness and also to feel a reliable friendly hand of "the guy" from technical support service. Many who should ask for the help in Service Desk not really well understand computers and feel awkwardly. Therefore the specialist of Service Desk as the professional and the psychologist in one person, is an integral part of the ICL Services command which created the new direction in a technique of rendering technical support services which is already tested in practice.

Traditional IT Service Desk

The structure of traditional IT Service Desk assumes acceptance of addresses and the solution IT of incidents through the main communication channels: phone, mail, self-service portal. As a rule it is reactive support.

"Invisible" support

Invisible support is the completely automated solution for user support invisible to them which, at a stage of origin of an incident is able to be connected to solution and to fulfill at the most initial level. The user does not notice work of those of support. Those support works in focus of prevention of incidents. Or the arisen incidents have practically no impact on the user.

Social Command Centre

Structure of Social Command Centre in the future

• Social Command Centre - allows to have a uniform contact point for support as personnel and the supporting services of the company, and for contractors.
• It is possible to address on any questions (not only IT).
• The solution can be, as by means of manual accomplishment of requests by agents and also by means of the automated solutions (self-service, automation of routine tasks).
• And it, eventually, increases value before the customer.

The internal portal for Service Desk ICL Services

• Accounting of processings
• Base of configuration elements
• Accounting of accesses
• Regular tasks
• Storage of documents
• The automated process of input-output of the employee from the project

Results:

• Reduction of time for input, training and output of employees from the project (from 1 month to 1-2 weeks)
• The automated calculation of compensations for processings (saving of time of management ~ 8 hours)
• The single interface of access to documents, the knowledge base for a command (economy on time of training of a command, for example 10 people, 5 beginners for 4 days on everyone: 32 hours)

Control automation by accounts

• Integration with an ITSM system, the Active Directory
• Data preparation for processing by a script
• Automatic updates and closing of requests in an ITSM system

Results:

• Reduction of labor costs on accomplishment of requests> 15% and more
• Probability of a human error is reduced to zero
• The command does not increase even at increase in amount of requests in 10ki time

Scheme of support of IT infrastructure of DPC

Traditional scheme of support IT infrastructure of DPC

Automation of regular problems of support IT infrastructures

Service Desk of "XXVII World summer Universiade of 2013"

"Technical support service, hello, than I can help?" - morning of each of 21 employees of service Service Desk ICL Services receiving calls by all "Universiade" problems getting under determination of "technical" began with such phrase. And there is a lot of them: in total from March to August, 2013 6157 calls, from them 5480 - for June and July were received.

Subjects of addresses were also numerous and various: from the questions connected with technical issues on passing of accreditation in information systems to a request to provide the password for Wi-Fi. But, anyway, the ability to collect the available information, whenever possible at once to resolve an issue or to quickly address a problem to the corresponding technical support team remained the main task of the employee of Service Desk.

Often addresses and on more serious technical issues arrived: there were failures in operation of servers, the automated information systems (AIS), the videowall refused to work, telephony on objects and many other things did not work. The success and timeliness of the beginning of competitions quite often depended on the speed of the processed addresses.

Both athletes, and judges, and curators of teams, staff of Directorate and journalists (including foreign editions and TV-channels), and just normal audience addressed to Service Desk. Therefore, accepting addresses by phone and e-mail, the staff of ICL Services made the first positive impression of level and quality of the given technical support at all participants of the Universiade, doing Service Desk really sympathetic. At the same time the ICL Services command was responsible not only for impressions of guests of use of the AIS, but also for success of key business processes: resettlement of delegations, access to objects, sale of tickets, etc. depended on work of the systems of the Universiade.

Sympathetic Service Desk for business: reality

Today all of us hear about business needs for partner interaction more often. Find and hold the worthy partner, the external company during the work with whom it is possible to receive a benefit maximum – a task for many companies almost primary. If you want to maintain positive image of the company in the market, at the same time to solve IT problems quickly and qualitatively, then the ICL Services company providing innovation - service of sympathetic Service Desk can become one of striking examples of reliability for your business. It will allow to release a part of working time of IT department of your company and to direct it to the solution of more difficult and strategically important tasks of IT.