November 2020: An update from the Service Desk at MFG


Dear Customers,

I hope you’re all well as we head into the festive period.

I’m sure by now you’re all aware of the new local restriction tiers in place as of Wednesday 2nd December. With the majority of the country in tiers 2 or 3, it would seem that everyone’s Christmas party will have to be via Teams or Zoom. But not to worry, Boris has confirmed that Father Christmas is exempt from the rules.

Time for a Service Desk KPI review for November, where we’ve seen another month-on-month increase on the ticket count…

  • Tickets resolved: 1,063 tickets
  • Tickets resolved in under 1 hour: 56.72%
  • SLA ‘first response met’ rate: 99.8%
  • Customer happiness factor: 98.41%

Another strong month, so thanks to the Service Desk team for all their continued hard work throughout November.

We’ve made a slight tweak to the new user set up time expectation. Due to 3rd party supplier lead times, we are extending our new user set-up lead time from 2-3 days to 5 days. This allows adequate time to check which Office 365 licences are required, get them ordered and finally; set up. Primary contacts, please provide your new user requests as soon as possible to ensure your new user is set up and tested prior to joining your team. As normal, new user requests are submitted via your client portal.

Another small change we’ve made is for the expected turnaround time for Account Manager referrals. This is now set to under 2 days as standard. This includes anything that requires Account Manager assistance, such as: solution requests, billing queries, contract questions, quotations or any further discussion regarding your account. However, please do remember that the majority of requests can also be dealt with by me, the Service Delivery Manager.

A quick ask: we really value your feedback, so please remember to complete the customer thermometer survey at the end of every ticket closure email. You may have to click the ‘download images’ button at the top the email to see the embedded thermometer.

I still can’t quite believe it’s December. So, no better time to remind you of our Christmas opening hours…. We are open as usual on standard working days between 8am-6pm and closed on Bank Holidays: Monday 28th December (Boxing Day substitute) and Friday 1st January (New Year’s Day).

I know I’ll speak with many of you between now and Christmas, but let me take this opportunity to widely wish everyone a very Merry Christmas. 2020 has been a challenging year to say the least, so we really hope you treat yourselves to a well-deserved break this Christmas, in time to start the new year with a bang! Here’s to 2021!

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

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