What types of customers do you support?

Our customers are internal to the business. They have mixed abilities ranging from IT technical to field staff. Top 5 incidents we resolve:

  • Lotus Notes related
  • XP Password locked, needs code to access Password Reset Manager (because they have forgotten their security answers)
  • CITRIX queries
  • SAP
  • Windows 7 e.g. Drive mapping issues, printing

What’s the best part of your day?

Arriving at work to a new day of challenges, greeted by my team knowing they will do everything in their power to ensure our customers are serviced in the best possible manner

What is the greatest challenge faced by your service desk?

Transitioning from a traditional service desk to a shared services team whilst continuing to deliver the high levels of service the business needs and demands.

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

Ant & Dec because they have a great rapport with everyone and win every award they are put in for which can’t be bad for our chances : )

If money and resource were no issue what one thing would improve your service in 2016?

Provide the business with more education and training on the systems they use so they can deliver more and we can add greater value with high quality responses.

What’s the most memorable or bizarre thing you’ve heard from a customer?

‘The computer has forgotten my password’

What characteristics within your team make it stand out from the crowd?

Our eclectic mix of staff who always smile no matter what issue is presented to them

What one achievement (of the service desk) are you most proud of and why?

Coping with  the transition of losing 25% headcount whilst simultaneously moving to a Shared Services operating model and maintaining exemplary customer service

Quick Facts

Service Desk Manager: Now we are a Shared Services Function, we have a Front Office Manager (Rita Brush), who looks after the Enterprise Service Desk and a Service Desk Team Leader (Helen Campbell)
Business type (e.g. education , finance): Utility
Location of service desk: Bradford
Size of team: 8 dedicated to handling Shared Services Requests and Incidents
Days and hours of operation: 07:00 – 18:00
Multi-lingual?: No
Number of customers supported: 4,500
Calls received per day: 200 Telephone calls. Plus 50 self-service tickets resolved by the service desk
ITSM Software: LANDESK & Samanage
Longest serving team member: 12 years


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