June 2020: An update from the Service Desk at MFG

Hi All, here’s another monthly update from the MFG Service Desk.

So, I’m sure everyone is very excited for the eased lockdown measures from 4th July, when we’ll finally be able to visit a pub, restaurant or hairdresser.

As I mentioned in last month’s update, it is important that we continue to do our bit to “control the virus” and ensure the safety of our staff and customers. So, in true Boris style, may we kindly remind everyone to “have fun – but not too much fun”.

Since my last update, our full risk assessment has been completed and we have welcomed back two members of furloughed staff; one from our Projects Team and another On-site Engineer – they are currently working from our office, prepping for their return to client sites. You can expect to receive a notification as to when we plan to resume our on-site visits. Meanwhile, we’ve also enforced strict social distancing measures in the office including; floor and wall signage, hand sanitising stations and information boards for visitors.

Our Admin and Service Desk Teams will continue to work from home, in line with the government’s guidance to “work from home if you can”.

At MFG, we’re extremely happy to have continued to provide our clients with a quality IT service throughout the pandemic and are pleased to see that we are beginning to return to a “new normal”.

May we also take this opportunity to welcome some of our customers back to their places of work. We will continue to help our customers adapt to the “modern workplace” – allowing communication between employees and customers, wherever their teams are working.

New Feature Alert: Customer satisfaction is a key driver for the work we do at MFG. We’re continually looking to improve our customer service – and as such, we’ve introduced a simple customer satisfaction score survey, where you (our customers) can rate the service you received on your Service Desk ticket – Excellent, Good, Average or Poor.

You will notice a set of icons at the bottom of your regular ‘Ticket closure’ emails once a task is marked as complete. So, the next time you see these icons, we would really appreciate if you could take a few moments to rate the service you received and provide further written feedback if you feel the need.

We will be using this feedback for our own internal use and to report back to clients in our regular reviews. This customer satisfaction score is a valuable indicator of how happy our customers are – which is important to us. The customer feedback technology we will be using is adopted by Customer Service teams in organisations including BT, EDF Energy and Sonos.

Time for a service KPI update! As we approach the end of June, it’s fully safe to say that we have resumed a steady ticket rate on the Service Desk, with requests at manageable levels – the same we would expect on a typical working month. At the current time of writing, this month so far, our Service Desk has closed 858 tickets; 61% of those tickets were resolved in under one hour. Our SLA first response met rate stands 99.4%.

As always, I hope you found this update useful. Remember to look out for the customer satisfaction feedback on the ticket closure emails and let us know if there is anything else we can do to help.

Sam Hutchings
Service Delivery Manager

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