The MM Service Desk (SD) is widely used by MM staff and thecall volume has incre

Question

The MM Service Desk (SD) is widely used by MM staff and thecall volume has increased significantly over the past six months. The ServiceDesk Manager is struggling to achieve service targets. As a result, theturnover rate has also increased. Performance data is listed below.

*Install, Move, Add,Change

As an experienced Service Management consultant, whatsuggestions can you make to improve the efficiency and cost-effectiveness ofthe Service Desk?

Outcome: Write a 1-page proposal to the IT Director, outlining your suggested improvements for the Service Desk.

Explanation / Answer

Solution:-

PROPOSAL DOCUMENT

Suggestion to introduce improvements for the Service Desk

The service desk is a place for customers and clients where they have high expectations for service desk solutions. So this proposal introduces some improvement and changes to increase the customer satisfaction and achieve business goals efficiently.

Here I discuss the requirements of required improvements and changes and the strategy to implement the changes.

Customer reliability and satisfaction

The current service desk management is struggling to achieve the business targets. The customer calls volume is high and increasing further. We have to attend the every call with a productivity measure. We have to define some measures which are applied to every call. The service desk representatives should solve the Customer query on call itself without escalation, so productivity will increase. In case of escalation we have to monitor the calls per issue and provide next level support and reduce the number of calls for a single issue. This will increase the trust of Customer. We have to provide IT support and solve issue on calls as much as possible.

The service desk is a single point of contact for the customer and clints, so there are different type of customers exists and different type of Queries they have. So we have to create a multi cultural environment to serve the Customers. Representatives have sound knowledge about what they are dealing so can satisfy the customer. A multi cultural and multi talented team of executives we should have. So this is about reliability of Customer we have discussed. Below the important points are given about discussion.

1) Improve the first contact rate -

The customer don't want to make multiple calls or support ticket for a single issue and this will decrease the reliability. The Customers needs the simplicity so we have to improve the first contact with customer and deliver the trust while deliver the service.

2) Underatand the service of quality -

We have the deep understanding the service and the quality delivered. This plays an essential role in maintaining the hgh user satisfaction.

3) Measure the end user satisfaction and train the executives periodically -

We have to take a closer look on the satisfaction of the user who are serviced. From these we can get feedback about the service quality. And another thing is to provide a training to the executives periodically to make them ready before every call.

Cost effectiveness -

Now we move to the cost effectiveness of the service desk management. As I discussed the needed changes and improvements to the existing system so along with I discuss some strategies to make service desk cost effective while doing the above practices. Automation can be used to make the system cost effective rather than applying additional resources to each representative, and new infrastructure and tools. Therefore the cost will be increased. So automation is useful here. Documentation is also take the system to cost effectiveness. As all services and processes are documented so it take less time to apply them every time. The important points are that make the system cost effective.

1) The executives should not spend much time on call. They should serve the customer queries in a lesd period of call time. This will decrease cost.

2) The similar processe are run so deploy fewer staff on similar process decrease the cost.

3) The every process should be well documented so it can used in service delivery and escalations that make the system time efficient so cost effective.

4) The executives should use the efficiently available technology to serve the Customers request. So it will make fast resolution to the issues. So less time in deploying, maintaining and correcting issues translate the system to cost effective.

Conclusion -

This document introduce the new measures to improve the service desk. Improved system will serve the Customers efficiently, gaining their trust and satisfaction at the same time doing these improvement practices the system will be cost effective also. So these are the required practices to improve the service desk.

Thank You!

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