Taking over the process of first-line support to a multilingual Help Desk team
IT problems were reported through many unstandardized channels in which procedures were different. Some users sent emails directly to administrators, while some phoned reception desk staff to report a problem with a printer or requested to make a laptop ready. Administration and Accounting had a serious problem with locating computer hardware. The IT department was much disorganized and business users were dissatisfied with the quality of service. There was no written record of information acquired by individual technicians and because of that it was lost whenever employees left the job or went on holiday. The problem escalated; the number of reported problems increased from several daily to several dozens. There was a need for a system for the management of services provided by IT to the business sector and an agreement which would specify key values to estimate the performance of contractual obligations.
What we did
Sii engineers have designed and implemented selected ITIL processes and a system for the management of reports on IT problems. In addition they carried out a full cataloguing of IT equipment. Processes for incident management, problem management, change management and desktop management have been implemented.
The used solution allowed for standardization of the purchasing procedure. All reports were registered on an ongoing basis, and the business sector had an insight into the problem life cycle. Administration and Accounting take part in the process of desktop management from the moment the desktops are put into use at the company until their full depreciation and equipment is out of service and scrapped. SLA is now followed, as well as the key parameters of service provision associated with this agreement.
Service Desk, Help Desk, ITIL, SPOC (Single Point of Contact), KPI, Incident Management, Problem Management, Change Management, Asset Management, Purchasing Management, Desktop Support, SLA