May 2020: An update from the Service Desk at MFG

Hi All, here’s another monthly update from the MFG Service Desk. Despite 2020 being the strangest year we’re ever likely to experience; it does seem to be flying by as we rapidly approach June.

Firstly, I hope you’re all staying well, healthy and “alert”. I’m sure you are all keeping on top of the government’s evolving lockdown exit plans with the announcement of non-essential retail opening in June. Like many, we’re not totally sure on the future impacts of the country returning to (a sense of) normality – all we know is that it is important that, as a company, we continue to do our bit to “control the virus” and ensure the safety of our staff and customers.

At this time MFG haven’t proposed any form of ‘return to the office’ date for our staff. Our teams (admin, projects and service desk) will continue their excellent work from home, following the guidance of the government to “work from home if you can”. You can expect to receive a notification as to when we plan to resume our on-site visits, but this will only be once our full risk assessment has been finalised.

As I mentioned in my previous updates in March and April, I’m immensely proud of the MFG Service Desk team, who continue to go above and beyond to help our clients during this testing period. Our team have quickly enabled a large number of clients to resume their business operations from home, whilst also adapting to home working themselves. So, whilst we’re still in a relatively un-known place with COVID-19, it makes complete sense for us to resume working from home.

To highlight the excellent service level the team have achieved; I wanted to share some of the great 5-star feedback we’ve recently received via Google Reviews.

“MFG did a brilliant job enabling us to work from home, they went above and beyond.”

“MFG have also been brilliant through the current pandemic and highly supportive.”

“They facilitated the move to working from home due to COVID-19 seamlessly with no negative effect on our business.”

“MFG Worked tirelessly to get us all set up to work form home, this would of been a nightmare without their dedication and professionalism.”

“Have always found the staff at MFG to be friendly, helpful and efficient even through the extremely busy period of recent when everyone needs IT support or assistance

while trying to work from home.”

“Forced to work from home in March 2020 – I would not have managed without the fantastic help from MFG.”

“Fantastic support in the transition from office based to home worker and all the issues that this involved. Always helpful and the majority of problems resolved immediately.”

Time for a service KPI update! As we approach the end of May, it’s clear that things have calmed down a little and we’ve resumed a steady ticket rate on the service desk, with requests at manageable levels.

At the current time of writing, this month so far, our Service Desk has closed 875 tickets; 53% of those tickets were resolved in under one hour. Our SLA first response met rate stands at an amazing… (wait for it)…. 100%, which we are very happy to achieve following the demanding few months we’ve experienced.

In other news, many of us at MFG will be taking part in Launchpad Reading’s ‘Quarantine Quiz’ on 12th June, hosted by former “Who wants to be a Millionaire?” host, Chris Tarrant. We’re excited to support a great client and very deserving charity! If you fancy joining, you can book your Team’s place here.

As always, I hope you found this update useful. Continue to stay alert, work from home if you can and please let us know if there’s anything we can do to help.

Sam Hutchings
Service Delivery Manager