A large manufacturer finds specific fixes for users’ perception of poor service desk quality.
Opportunity
Our North American manufacturer client outsourced its service desk and desktop support services. Though contract terms and performance measures were consistently met, users reported a high degree of dissatisfaction, a perception of poor analyst knowledge and ability, difficulty in understanding accents and lengthy calls to resolve seemingly simple issues. As a result, users circumvented the service desk for up to 30 percent of their problems, relying instead on colleagues for help.
Imagining IT Differently
ISG developed a 33-question survey designed to measure user satisfaction and service desk utilization. ISG also monitored calls for both domestic and offshore operations, interviewed client and service provider staff, hosted a series of workshops around leading practices and analyzed support tools, performance statistics and key performance indicators.
Future Made Possible
- Enhanced insight into user experience
- Detailed set of recommended action steps to improve problem resolution and communication
- Improved understanding of performance drivers
- Increased service desk productivity
