April 2020: An update from the Service Desk at MFG

Hi All, I just wanted to give you another monthly update from the MFG Service Desk. I hope you’re all keeping well and healthy during the extended lockdown.

The beginning of April was very much like March, where we experienced a huge uplift as a result of Coronavirus, with five times the typical amount of daily calls being received. Again, we would like to thank you for your patience during this period.

As we approach the end of April, things appear to have calmed down a little. Call volumes and ticket requests are still slightly busier than normal; but we are certainly at a point where requests are at manageable levels across the Service Desk.

As I mentioned in my last update; a number of our team members offered their time from 7pm to 9pm to help with planned tasks and help reduce the workload placed on the Service Desk – completely free of charge for our customers. I believe the extra man-hours we worked in March really helped to reduce the workload leading into April, so once again, a huge thanks to the MFG Service Desk team, who are going above and beyond to help our clients.

At the current time of writing, this month so far, our Service Desk has closed 730 tickets; 62% of those tickets were resolved in under one hour. Our SLA first response met rate stands at 99.8%, which we are very happy to achieve in such demanding circumstances.

I just wanted to wish a huge happy birthday to Anya – one of our Service Desk Engineers, who celebrated an isolated birthday on 20th April. We look forward to celebrating as a team as soon as we can.

In other news and as you may have seen from previous communications, we are currently in the process of onboarding customers to Datto RMM (Remote Monitoring and Management System), which offers many improvements to customers including: Windows update patching enhancements, enhanced monitoring of systems, improved remote control solution and end-user ticketing from our management agent. We will be providing end-user instructions in the very near future.

Thanks again to our customers for your patience during March and April. You will expect to see response times continuing to resume normality within coming weeks.

I hope you found this update useful. Continue to stay safe and please let us know if there’s anything we can do to help.

Sam Hutchings
Service Delivery Manager