Service Desk Analysis

Service Management is the dark art of creating and conserving business value.

support ticket screenshotMany companies consider their Service Desk to be a cost centre: a necessary evil.  The Service Desk, in fact, may be a tremendous source of client goodwill. A dysfunctional Service Desk, on the other hand, can swiftly erode customer trust. To today's digitally-native customers, customer experience (CX) is more important than pricing as the key brand differentiator across most industries. Nonetheless, according to a research (October 2022), UK retailers ignore 42% of customer enquiries.

Delegating to someone with no experience, no training, nor oversight is the surest way to make a Service Desk fail.

Case Study
For two months, a weekly supervisor's report had been provided to a client, along with daily updates on a critical success factor (CSF). During this time, the Service Desk's performance changed from being out-of-control to being efficient. Daily updates were then deemed no longer necessary, weekly reports could be produced by the internal team, and only monthly reports would be provided as a service. As a result of team priorities, the weekly reports were then repeatedly missed. When the client's monthly report was generated for them, there were multiple signs that control had regressed. The client went back to having the weekly report service, together with the daily the CSF updates.

Most Service Desk platforms provide only basic charts, with no interpretation. Tacit skills are needed in order to provide a commentary on the charts. This is not "any fool can do this" territory.

We perform discrete health checks on Service Desk performance and provide an executive report, with charts and their interpretation.

Once you are delighted with the sample report, setting up weekly supervisors oversight report and/or periodic accountability reports to C-Suite executives is the next step. These are fundamentally different reports, but they all rest on a solid foundation of indisputable data.

Please contact us if you would like to learn more about what we do in a brief exploratory meeting.

You could discover an unsung hero or a disaster in the making.