Service Desk Optimization
Branch:
Transportation company / IT area
Initial situation
The customer intends to optimize the internal service desk. Ticket recording is to be made more efficient, the self-service rate is to be increased, and collaboration is to be improved. To this end, the first and second level employees are to be trained in a workshop.
Tasks
- Determination of the actual situation (cooperation, obstacles, complaints, processes).
- Reflection on work behavior, self-assessment and assessment by others.
- Creation of a target picture for good service, taking into account the SLAs.
- Development of concrete measures to improve and maintain the service level in the service desk.
- Documentation and description of the improvements in a manual.
Customer benefits
- Developing the potential of service desk employees.
- Sustainable motivation through the introduction of structural elements.
- A consistent image of the "service mindset".
- Improved collaboration through clearer processes.
- Increased service quality through collaboration in the Service Desk team.
- Increased overall employee satisfaction through the quality of IT service.
