Service Desk Analysis

support ticket screenshot The creation and maintenance of company value are the two primary focuses of service management.

Many businesses view their Service Desk as a cost centre and an undesirable but essential component of their operations. In point of fact, the Service Desk has the potential to be a significant source of client goodwill. On the other hand, a broken Service Desk may rapidly damage a company's reputation and the faith of its customers. Customers who have grown up with digital technologies place a higher premium on the quality of the customer experience (CX) than they do on the cost of a product or service as the primary factor that distinguishes one brand from another in the majority of markets. 42% of consumer queries are ignored by retailers in the UK.
Delegating to someone with no experience, no training, nor oversight is the surest way to make a Service Desk fail.  Going further, in his newsletter article A Stellar CX, The customer experience can make or break a company, Nick Goss makes a complelling case for prioritising customer service over new product features.  Joining the dots, Management letting an unsupported person run the Service Desk could lead directly to the company failing.
You need unambiguous, in-your-face visibility of what is going on in your Service Desk. The core service reduces chaotic data down to one simple traffic-light executive summary: red, amber or green. The executive summary is supported by one handful of charts, each with their own summary and traffic-light assessment.

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. As a result of team priorities, the weekly reports were then repeatedly missed. The monthly reports demonstrated that there were multiple signs of control regression.

Many 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.

send email
  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.