Current Buddy Requests
Please Can You Help A Fellow SDI Member?
This month we have two SDI members looking to talk to or meet others to help them learn and share best practice.
Request 1. A service desk based in Leicestershire are currently looking at staff rotas and tracking call volumes over different periods. They would like to talk to other desks that have already looked at their call volume patterns and understand the methods used to analyse this type of data. Their service desk team of 6-10 staff currently support over 1,000 customers. Reply here
Request 2. A service desk based in Bradford are looking to find a similar desk of scale and maturity to understand what peers see as the next iteration forward in the development of the service desk. The industry they support is retail, with 11-25 staff supporting over 10,000 customers. Reply here
Other Recent Reqests For Support
- Running a transformational and dynamic team? Me too. As a small team we support an internal customer base of around 1600, with a 50/ 50 split being mobile, and some steep targets to hit. Would be very interested to hear if you are going through similar challenges of 2nd line integration as well as FCR targets. Reply here
- Connaught plc's service desk is in the process of upscaling to become a more technical desk. With a staff of 12 covering a range of disciplines, the team has grown significantly in the last year. They are looking to expand further and would love to visit other service desks in the South West to benchmark operations. Can you help?
- Motability Operations, winners of the 2009 IT Service Excellence Small Team Award, would like to talk to and compare with similar organisations. Can you help?
- A Borough Council has contacted us to ask for help with a multi-function service desk. They planning to transform its back office service function which provides support to employees and management in order to create a single service desk for all of their support functions (including IT, HR, Payroll, Pensions, Legal, Office Services and others). They would like to hear from other Service Desks that provide support for services broader than IT to learn about the business drivers, success factors, implementation, challenges, information management systems and customer self-service opportunities realised. Can you help? Reply here.
- An SDI member based in Glasgow is looking to get in touch with like-minded service desks in Scotland with whom they could share best practices and experiences; this member would also like to consider the possibility of setting up a meeting on a regular basis with whoever is interested and local. Can you help? Reply here.
- Can you help us? We are conducting a restructure within the IT function in order to improve our support processes. Currently we have quite a diverse 2nd line support service covering a number of core application areas. The challenge is to bring five people into the new 2nd line team and look at improvement areas around incident and problem management. Has your organisation been through a similar exercise? If you would like to share your experiences please click here.
- We support IT for 400+ schools and 80 local authorities across the UK who use our adult education software. If you offer support to similar customers I'd love to hear from you with a view to sharing best practice and possibly arranging a site visit. Reply here.
