October 2020: An update from the Service Desk at MFG

Dear Customers,

Here we go again! By now, I’m sure you are all aware of the new national restrictions from today (5th November). The new rules, according to gov.uk encourage us stay at home as much as possible, which includes working from home. As we head into “Lockdown 2.0”, I wanted to remind you – just like last time – that we are in this together, so let us know if there is anything that MFG can do to help.

Time to focus on the positives with a Service Desk  KPI  review for October, where we’ve had another impressive month! The tickets resolved count stood at 986 tickets and 55.68% of them were resolved in less than one hour. This is another month-on-month increase on the ticket count. The SLA ‘first response met’ rate was 100%, which is outstanding considering the ticket count creeping up month on month. Lastly, for the second month in a row, the customer happiness factor stood at 100%. Another great month, so thanks to the Service Desk team for all their continued hard work throughout October.

As you know, we’re never ones to stand still and we’re always working on updates and improvements behind the scenes. This month we have been working on several improvements. Firstly, we have made a CRM update to help the way (and speed) in which we log tickets. Secondly, to improve the ease and convenience for our customers when contacting the support team, a direct telephone number is now available for the Service Desk. The new direct dial to our Service Desk is 0118 914 8801, which bypasses automated voice system. Alternatively, you can continue to contact the Service Desk on the main office number: 0118 914 8800 (opt 2).

Finally, I’m sure by now some of you would have spoken with Justin Maxwell, our new Service Desk Technical Lead. He has only been here for one month, but Justin has jumped head-first into the role and is providing some great assistance to help further improve the experience we offer our clients.

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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