Common support service issues

​Workload silos - individuals are points of failure.
 

Too many phone calls prevent effective prioritisation and workflow.
 

Difficulty nurturing collaboration and teamwork, especially in remote teams.
 

Poor levels of motivation and performance.
 

Difficulty controlling backlog.
 

Customer ticket updates ignored or not answered.
 

Difficulty coordinating a time for support - appointments often missed.
 

Service ticket abandonment.
 

Weak metrics - difficulty managing performance and service quality.
 

Service quality management is very time consuming.
 

No visibility and control over whether work is carried out in the most appropriate way.
 

Ticket prioritisation and SLA's fail to lift service delivery.
 

SLA's are inaccurately measured, or perform poorly, or both.
 

Time wasted on admin tasks.
 

Service tickets aren't always updated to reflect their progression.
 

Lack of accountability in what IT does.
 

Limited visibility in how support teams add value.
 

Long learning curve for new Service Desk recruits.
 

Ticket assignment mistakes by new recruits.
 

Mistakes aren't known.
 

Employee reviews lack substance.
 

Weak levels of job satisfaction.
 

Employee attrition.
 

Weak operational processes beyond the IT Service Desk.