Service Desk/Help Desk Transformation
Our ITIL/ITSM Practice combines industry-leading knowledge of ITIL and extensive service desk expertise.
With over 30 years of Service Desk hands-on experience, recruiting, coaching, and training we will partner with you to evaluate your processes, tools, desired Metrics and outcomes and develop a customized action plan to improve efficiency and meet expectations.
Service Desk Training and Coaching
Through combined experience and industry standards, we can coach your Service Desk staff to meet the following expectations:
- Diplomatic and patient customer contact
- Explain the technical in a non-technical way
- Present consistency no matter who handles the contact
- Communicate the purpose of the service desk to the customer
- Improve First Call Resolution & overall Metrics
- Work more efficiently to meet SLA’s, CSF’s and KPI’s
- Reduce talk time and time to resolve issues
- Lower attrition rates
- Provide actionable quality and metrics reporting to stakeholders
About Cynthia Higgins, ITIL/ITSM Practice Lead
My specialty is helping companies quickly identify areas of improvement, KPIs, SLAs and more. I’m a firm believer that the most important KPI for any company is always customer satisfaction.
I have over 30 years of experience developing and transforming support services and help desks in numerous industries, including legal, pharmaceutical, financial, insurance, government agencies, and entertainment, supporting as many as 30,000 end users.