May 2021: Service Desk Update

Hello everyone,

Hope you are all well.

We are now well into the summer season and enjoying some much welcome warmer weather. There are further steps being made towards normality with the last restrictions of the UK Lockdown planned to be lifted in the coming weeks.

The Service Desk team are now split working in the office and at home, which has been great. Also, we are all looking forward to the upcoming BBQ social!

Time for the KPI review for May

  • We resolved 1024 tickets last month, which 95% were resolved in under an hour
  • First Response SLA stands at 100.00%
  • Customer Happiness stands at 100.00%

Feedback

As always, your feedback is very important to us. We have seen an increase on feedback being provided on our ticket closure surveys, which is very helpful. We are still working with our provider (Customer Thermometer) to find a solution on images being blocked in Outlook but we have made an improvement for this displaying on mobile devices and webmail.

We have welcomed Salil, who previously worked for MFG, back to the Service Desk. We have already had great feedback from yourselves via Google Reviews and ticket surveys.

New SLAs

We announced last month that the new IT Support Contract is now available; this has priority based SLAs to allow us to provide quicker update and response times. We are happy to announce we are providing all our existing customers these new SLAs from the 1st of July.

This will also include our ‘Quick Fix’ list, which means any telephone calls to the Service Desk for login issues, such as password problems or login issues are worked on immediately.

As always, I hope you found this update useful. Let us know if there is anything else, we can do to help.

Thanks

Sam

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