Service Desk
MD&E has implemented and run many service desks for fortune 500 companies. The service desk is the command control center of your entire information life cycle and as such should be coordinated to effectively manage, measure and maintain the appropriate information across the organization.
MD&E will work with you to establish a service desk strategy, and then implement a cost effective, efficient organization staffed by industry professionals. This group will be focused on supporting your team on a day to day basis during whatever hours you need them to be available.
The components we will review and assess are as follows:
| Current State |
Methodologies |
Performance |
-
Alignment with business
- Mission and Vision
|
-
Self Service
- Incident and Problem Management
- 1st Point of Contact
- Internal Marketing
|
-
SOP's
- SLA's
- OLA's
- Escalation Path
- Severity Levels
- KPI’s
|
| Technology |
Staffing & Technology |
Reporting & Analysis |
- Call Management
- Contact Management
- Reporting and Dashboard
- Knowledge Base
- Remote and Self Service
|
-
Culture
- Staffing Model
- Job Descriptions
- Career Pathing
- Training
|
-
Metric and Statistics
- KPI Definitions
- Root Cause and Trend Analysis
- Call Avoidance Strategy
|
|
