March 2021: Service Desk Update

Hello everyone,

I hope you are keeping well.

I’m sure that most of you will be relieved to hear that the rules in England around COVID-19 are easing from Monday 29th March, as part of the roadmap announced by the Prime Minister on 22nd February.

Time for the KPI review for March…

  • Tickets resolved: 1110 tickets
  • Tickets resolved in under 1 hour: 93.80%
  • SLA ‘first response met’ rate: 99.80%
  • Customer Happiness factor: 100%

Another great month for the Service Desk Team and its great to see our customer happiness KPI back up to 100%.

What are we working on at the moment?

We have been working hard behind the scenes the past year to restructure and design our new support packages to improve the service we offer our clients. Our target is to have all our internal process and marketing materials streamlined for launch next month (ready for the new financial year) so in the next update; I hope to be able report that our new support offerings are live!

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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