Transformation
Common support service issues
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Workload silos - individuals are points of failure.
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Too many phone calls prevent effective prioritisation and workflow.
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Difficulty nurturing collaboration and teamwork, especially in remote teams.
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Poor levels of motivation and performance.
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Difficulty controlling backlog.
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Customer ticket updates ignored or not answered.
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Difficulty coordinating a time for support - appointments often missed.
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Service ticket abandonment.
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Weak metrics - difficulty managing performance and service quality.
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Service quality management is very time consuming.
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No visibility and control over whether work is carried out in the most appropriate way.
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Ticket prioritisation and SLA's fail to lift service delivery.
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SLA's are inaccurately measured, or perform poorly, or both.
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Time wasted on admin tasks.
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Service tickets aren't always updated to reflect their progression.
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Lack of accountability in what IT does.
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Limited visibility in how support teams add value.
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Long learning curve for new Service Desk recruits.
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Ticket assignment mistakes by new recruits.
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Mistakes aren't known.
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Employee reviews lack substance.
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Weak levels of job satisfaction.
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Employee attrition.
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Weak operational processes beyond the IT Service Desk.