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Technical Services – Service Desk Support Team

The Challenge

The client, a global technology company,needed to quickly establish deskside support(DSS) for more than 10,000 end users in 10 diverse sites.It needed a partner to transition its existing DSS team; establish process documentation and SLAs; and improve customer satisfaction while reducing costs and streamlining IT operations.

The Experis Solution

Experis assessed current workflows and identified areas for improvement.We evaluated the existing 70-plus-member DSS team and retained the key contributors, transitioning them to Experis employment.Open roles were quickly filled. Experis then established deliverables and performance metrics,applying controls and metrics for the client’s continuous improvement. We implemented the new operating processes in this new service unit.

The service desk provided remote and on-site hardware, software, and user support for more than 12,000 devices in 10 locations. The team provided service in person, by phone,and by email.

The Results

Experis improved service performance over time and reduced costs in the Service Desk Support team.We established the new team to meet the launch date with no drop in service levels. We implemented SLAs,improved tracking and inventory of assets to 98 percent accuracy,while adding additional scope of coverage to include VoIP and server support.

We decreased response time, improved first-call resolution, and reduced time to close by more than 75 percent. Six months after transition, end-user satisfaction is 100 percent for Levels 1 and 2 issues and 98 percent for Levels 3 and 4 issues.