Monday, 23 September 2013

Helpdesk responds to your feedback

In response to the staff satisfaction survey (sent December 2012) we have made several changes, as detailed below. Your feedback is essential in helping us to provide a high quality service.

You Said: Not all of our customers felt valued.

We Did:
  • Created six new posts within the Helpdesk, recruiting dynamic, customer-focused staff with strong communication skills.
  • Created the role of Incident Coordinator (IC); the IC monitors real-time demands on the Helpdesk and provides support, advice and information. There is always an IC on duty.
  • Provided more customer service training.

You Said: The quality of the Helpdesk service wasn’t as good by email or via self-service, compared to phone and face-to-face service. (Reported by approx 15% of users)

We Did:
  • Introduced Service Level Agreements (SLAs) for all queries received via self-service. This allows our call logging system to escalate any queries that are not responded to swiftly, by sending regular notifications to our Helpdesk staff and also to the on-duty Incident Coordinator (IC).
  • The IC monitors the response times for email queries and ensures that these are handled promptly.

You Said: There were inconsistencies in the way different staff responded to requests, e.g. giving out conflicting or inaccurate information, or willingness to take ownership of problems.

We Did:
  • Following the introduction of quality control measures at the start of the year - recording Helpdesk calls and sampling email responses every 3 weeks - we have been able to identify training needs, inconsistencies in the level of customer service, good and bad working practices and many other ways in which we can improve.
  • The Helpdesk Manager and senior Incident Coordinator are able to give regular feedback and advice to the team as a result of this process.

You Said: You wanted more Google training.

We Did:
  • A number of IT Support staff have attended ‘Train the Trainer’ courses, giving us the flexibility to deliver more sessions in various areas, including Google. In doing this, we have tripled the number of trainers in our team from 3 to 9.

You Said: Not everyone found the classroom-based CMS training useful.

We Did:
  • We now offer two options for CMS classes:
    • For beginners: an instructor-led, classroom-based course
    • For more experienced users: we support self-guided training by providing booklets and exercises and follow-up support via email.