TAQA - Bratani Service Desk
With the Service Desk being the single point of contact for engaging with IT support, transforming and modernising it was seen as a pivotal and key component in complementing and optimising TAQA Bratani’s investment in the modern workplace.
Key Challenges
The Service Desk operated as a traditional support service whereby engagement by users was predominantly reactive, so the transformation activities required a shift in the nature of the Service Desk towards a predominantly proactive service with more engagement initiated by the team, engendering user productivity and collaboration and less expectation on the user to initiate support by logging a call.
This project recognised the desire for a fundamental shift in the knowledge and delivery approach of the Service Desk personnel to become more than just incident and request break-fixers towards user support specialists equipped with O365 product knowledge with improved skills for customer enablement and engagement.
The result has been a sustained 30% reduction in backlog and improved customer feedback consistently averaging 95% satisfaction.
To achieve the objectives, prosource.it embarked on several key initiatives, some of which were experimental but ultimately successful in modernising and equipping the Service Desk for the changing landscape brought about by new technology and digitalisation initiatives.
- Regular, proactive floor-walking in amongst the business
- Upskilling the Service Desk personnel with O365 product set knowledge, leading to speedier resolution and x-cross team knowledge sharing
- Promoting the O365 product set and demonstrating its use to the business
- Appointment booking facility for 1:1 O365 clinics with business users
- Significant leveraging of Microsoft Teams as a key tool for both internal collaboration and information sharing
- Assisting the business with workflow automation using Microsoft PowerApps
The result has been a sustained 30% reduction in backlog and improved customer feedback consistently averaging 95% satisfaction.
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