August 2020: An update from the Service Desk at MFG

Dear Customers,

Well, hello there! I hope everyone is keeping well and healthy. Perhaps some of you took advantage of the ‘Eat Out to Help Out’ scheme in August – designed to boost the struggling hospitality industry. It almost feels as if things are beginning to return to normal (I hope I haven’t spoken too soon).

Let’s start this service desk update with a KPI review for August. The tickets resolved count stood at 741 tickets and 61.67% of them were resolved in less than one hour. The SLA first response met rate was 99.4%. Lastly the customer happiness factor was 90.38%. All-in-all, a good month with ticket rates at manageable levels.

The Service Desk are running at full strength and our socially distanced on-site visits are going well. We’ve received some good feedback on our commitment to follow the government’s guidance of wearing face coverings. Meanwhile, our social distancing measures in the office continue and the majority of the Service Desk team are still continuing to work from home to reduce the footfall into the office.

We are now actively seeking to recruit a Technical Support Lead for the Service Desk and we are beginning to book in telephone interviews. As I touched-on last month, this role will form a 3rd Line escalation point for any support issues. This role is in direct response to an earlier management review of our IT support service to help improve the experience we offer our clients. The newly agreed tiers of support now include: Support Engineer > Senior Support Engineer > Technical Support Lead, which falls in line with our ticket escalation procedure.

You should have received an email notification about an essential upgrade to your ESET Antivirus software ahead of the release of Windows 10 21H1 (due Spring 2021). In addition to compatibility with future Windows builds, the new version of ESET delivers many new security features and performance improvements. We will be rolling-out with a remote upgrade to your ESET Antivirus software (version 7.3) in the background.

In other news, the team here at MFG are really excited for our staff BBQ next week. This will be the first time we will all be in the same place at the same time since early March! Although we won’t strictly be able to hug each other just yet (sorry, Chris!) – it will certainly be nice to enjoy a socially distanced burger and beer in the company of good friends.

As always, I hope you found this update useful. Let us know if there is anything else, we can

do to help.

Sam Hutchings
Service Delivery Manager