Award finalists ICL Services discuss how they plan to evolve their service desk

Posted on Tuesday 5 March 2019.

ICL Services are finalists in 2 brilliant award categories this year – ‘Best Large Enterprise Managed Service Provider’ and ‘Best Automation Project’. They have kindly answered some of our questions ahead of the IT Service & Support Awards next month…


What made you decide to enter the awards?  

We did a great job relating to the process improvement of ticket handling, recruitment and employee management last year and we achieved good results. The participation in the IT Service & Support Awards 2019 is a good opportunity to get feedback and public recognition. It will motivate our team and show our level on the international rating.


What part of the awards process did you enjoy the most?  

Undoubtedly, it was shooting the video-tour/ fun video for our Service Desk, as well as taking part in the remote conference call with judges. The work on the mentioned tasks integrated our team, it was truly exciting for all members. All of this let us to escape from the day-to-day routine and made our work/team life outstanding.


In the last 12 months, what has been the most successful initiative your team has implemented to help your business improve its performance? 

We managed to implement machine-learning technology into one of our projects. It allowed us to improve the classification ticket quality and reduce around 45 hours per month. The most important thing is to create more opportunities for future projects.


What are your top 3 tips to make a service desk successful?  

1.      To make small steps everyday to improve the service.

2.      To plan and train employees. To take care of colleagues – to find out their common interests outside of the workplace and to support employees with their hobbies.

3.      To continually have customer communication and cover customer demands to exceed their expectations every time.


What one thing do you think really makes you stand out as a service organisation?  

The work we do with European customers and our partnership with Fujitsu help us use the best West practices and values, which make us a company with a Western mindset. We want to deliver these values to our customers to develop IT-services in Russia.


How are you preparing to evolve your service desk over the next few years? Please share your most exciting plan with us! 

We are planning to run total automatization, to implement the newest big data technologies, machine learning, RPA (robotic process automation), including voices connection channels in 3-4 years. We would like the opportunity to work in any place using any gadgets without being constrained to offices and locations.  We tend to open up a new horizon for people with reduced capabilities, to get more income and opportunities to grow professionally.


If you could choose any celebrity to work on your service desk, who would it be?  

We suppose this person could be Keanu Reeves. He is known as world-wide famous actor, film producer, musician and at the same time man of the people. We know him as a person who always helps many people and with his kind-hearted-ness we truly believe Keanu can become a good friend and trusted colleague to all of our team.


What does it mean to your team to be a finalist in the ‘Best Large Enterprise Managed Service Provider’ category?  

This is a result of our successful work and an excellent indicator of our team spirit and common progress. It’s also great to be in union with the excellent professional community of SDI.


What advice would you give to anyone entering the awards next year? 

Make ambitious goals and go to great lengths to realize them!


What would you do to celebrate if your team won ‘Best Large Enterprise Managed Service Provider’? 

Of course, we would gather all our team together with a large cream cake to say thank you very much to everyone for this great achievement. But… the next day we would start our hard work in order to win our next award at the IT Service & Support Awards 2020!



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