Red Wall & Stairs

 Transformation

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.