We were recently notified that IDE Group’s service desk has been shortlisted in the ‘Service Management Team of the Year’ category in the ITSMF’s Professional Service Management Awards 2017. We’re absolutely delighted to be shortlisted, as it recognises the hard work the team has put in to developing what we do.
Our service desk is targeted to provide consistently excellent customer service, from first point of contact and throughout the whole ticket lifecycle. That target has become embedded in our culture and appears in the way we structure ourselves and operate.
Service management team
The team provides 24/7 support to our customers and is made up of three technical tiers. Within our structure, Customer Experience Champions provide additional customer focus, by building rapport with our customers’ IT contacts.
Training and mentoring is fundamental. Staff are trained to ITIL Foundation Level as a minimum, with key personnel receiving additional training to reflect their role. We provide work based apprenticeships, where team members complete Team Leader level 2 in association with CMI. Accredited ILM Leadership & Management Level 3 is also obtained within the service support team, re-enforcing management capabilities. Our company learning cloud provides online courses relevant to IT.
We operate to ISO/IEC2000, for ‘The management and provision of IT services covering service desk, infrastructure monitoring and management’. We also operate to ISO 9000-1, ensuring quality management and quality assurance.
Customers surveys provide specific feedback for individual incidents. Account reviews occur regularly, allowing us to tailor our practices to customer needs. With these reviews, we provide monthly service reports, detailing our achievement to SLA.
We think we’ve created a strong culture, backed up by highly skilled people and great processes that deliver a great service for our customers. The award ceremony is on 7 June and we’ve all of our fingers crossed that we win on the night!