IT Services (ITS) has opened a new helpdesk facility at its Westlakes offices in Cumbria to provide support to customers throughout the UK.
Among the first organisations using the new facility will be Age Concern, Leeds Community & Mental Health Services Teaching NHS Trust and BNFL.
Designed to enable ITS to manage its customer support operations more effectively as the business grows, the helpdesk will initially employ 12 analysts and is expected to deal with in excess of 150,000 calls in its first year. Capacity exists for handling more calls as ITS customers in energy, health, utilities, manufacturing, engineering and major accounts take advantage of the service in the future.
ITS took over the management of the majority of BNFL's IT functions last autumn. The IT effectiveness review by BNFL ,which led to this decision, specifically identified helpdesks as an area where changes could lead to operational benefits and overall cost savings.
Based on Remedy technology, the helpdesk provides a single point of contact for customers and employees so that problems and requests can be managed swiftly and efficiently with accurate and consistent information. Whenever possible, calls are resolved by the analyst at the time they are reported, using a range of first-line resolution tools.
When this is not possible, calls are passed to other ITS staff or an external business partner for final resolution. Automatic call distribution telephony switches and an interactive voice response system are used to manage and automate call handling. As part of the service, remote control facilities allow analysts to operate a customer's PC from the helpdesk.
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