Here are a few items to identify where your Service Desk team is, and a few things to get started on:
1. What is your first call resolution rate? If it is below 70% then there is work to do. If it is above 70% but primarily because of password reset, then put in decent self serve password reset and re-evaluate.
2. What is the experience of your customers? Are you doing a monthly or quarterly survey to track satisfaction with the service? If not, get going and implement. I recommend a 7 point scale and hold yourself to the same customer satisfaction bar your company is driving for with its external customers.
3. What are the primary drivers of calls? Are they systems issues? Are they due to user training or system complexity issues? Workstation problems? Are calls being made to report a surplus of availability or general systems performance issues? If you know clearly (e.g., via Pareto analysis) what is driving your calls, then we have the metrics in place (if not, get the metrics – and process if necessary — in place). Once you have the metrics you can begin to sort out the causes and tackle them in turn. What is your team doing with the metrics? Are they being used to identify the cause of calls to then go about eliminating the call in the first place?
For example, if leading drivers of calls are training and complexity, is your team reworking the system so it is more intuitive or improving the training material? If the drivers are workstation issues, do you know what component and what model and are now figuring out what proactive repair or replacement program will reduce these calls? Remember, each call you eliminate probably saves your company at least $40 (mostly in eliminating the downtime of the caller).
4. Do you and your senior staff meet with the service desk team regularly and review their performance and metrics? Do senior IT leaders sponsor major efforts to eliminate the source of calls? Does the service desk feature in your report to customers?
5. If it is a third party provider, have you visited their site lately? Does your service area have the look and feel and knowledge of your company so they can convey your brand? And hold them to the same high performance bar as you would your own team.
Use these five items for a quick triage of your service desk.Follow up with the detailed Best Practice pages for Service Desk to build a world-class service desk or transform a poor performing one.