What made you join SDI?
When we joined SDI, we were transitioning from an IT Help Desk to an ITIL based IT Service Desk. The resources and community blogs available were invaluable to make the right decisions. During 2018, these contributed to us achieving a same day resolution monthly average of over 70% and seeing a drop in incidents of over 34.71% due to the efficiencies.
What membership resources do you use?
We regularly use the resources available on the SDI website as reference points such as the benchmarking tool and reports, the blog, the Service Desk Standard, the resource library and as well more recently the recruitment area. We try to attend as many of the events as possible and ensure that all relating staff have the opportunity to attend going forward as we establish our membership with SDI. As part of our training plan going into 2019, we are looking at a number of the training programmes to further enhance our staff.
What do you like the most about your membership?
Our favourite aspect of SDI membership is the collaboration it brings across the Service Desk community. It has allowed us to see real-life examples of service improvement, learn new skills, techniques, and connect to other similar business’ to work collaboratively and share ideas.
What is the greatest challenge faced by your service desk?
Keeping up-to-date with a constantly changing and varied market. We know as businesses grow their technology requirements change. Our staff are kept up to date with the latest technologies and appraised of the latest features within our products through regular training programmes as well as the recent introduction of cross team mentoring.
What difference has being a member made to your service desk and customers?
Being a member of SDI ensures we have the ability to not only collaborate with other members easily but to also ensure that any previous initiatives are quickly referenced with other service desks, allowing us to develop as a business more effectively and efficiently. The positive impact this has had on our customers has been clearly seen, showing improved response times, improved resolution times, increased levels of communications, a reduction of incident volumes and ultimately improved customer satisfaction/engagement.
Why is it important to be part of a network/community?
Being part of a community is vital, especially in in IT sector. With access to reference material and other like businesses, it inspires us to continue to deliver World Class service to our customers. As part of our internal business CSIP review process we continue to regular processes and business methodologies while learning from other members mistakes and successes, we are able to easily network and collaborate with other members, find opportunities we didn’t know existed and most importantly network with other members along our SDI journey.
Find out more about CT
Some Quick Facts:
- Head Of Operations: Robert Longden
- Service Desk Manager: Nick Bennett
- Business type: An ICT Managed Service Provider offering Service Desk support options from level 1 to level 3 escalations, project work, CT Voice (Cloud IPT), security solutions, Veeam Cloud solutions (backup/DR) and strategic consultancy/advisory services covering all sizes of customers
- Location of service desk: Chesterfield
- Days and hours of operation: Mon – Fri 08:00 – 17:30, with 24×7 proactive remote monitoring and out-of-hours cover as an option within CT Premium and CT First contracts
- Multi-lingual?: No
- Number of customers supported: CT currently delivers service to 215 customers covered by our comprehensive IT support contract tiers and approx. 4000 end users
- Calls received: We manage over 3600 incidents per month, logged via phone/email/portal with a 2018 annual average of over 70% resolved same day across all incident priorities
- ITSM Software: AutoTask
- Longest serving team member: Nick Bennet (been with the company since 2008)