Service Desk Review 2011

• Review of 2011• Update on new support system• Plans for 2012

• 6,680 calls handled through the Service Desk in 2011 to date

• 37% of all queries resolved on the initial telephone call

• Another 55% of enquires resolved within 1 day

• New Team members have joined – Our latest recruit is Ben Underwood

Service Desk Review 2011

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New Service Desk SystemAn Enhanced Service Offering

• New Service Desk Support system – Service Level Agreement Management – The CIP Service Desk will be offering a more

efficient service to our clients

– Live Chat - Leave a message" functionality converts messages received when agents are not online into tickets

– Every chat session is documented and can be stored under a specific service request

• Build a Knowledge Base for users and an FAQ for customers– Provide customers 24X7 access to FAQ answers– Add resolutions manually or automatically to the Knowledge Base– Offers clients automatic resolution suggestions while they fill out a service request

• Support Portal launching soon...

Online Support Portal Launching Soon

With the Support Portal clients can expect the following –

• Submit service requests quickly and easily without the need to speak to an analyst• Can track previously submitted tickets• Can use the Knowledgebase of frequently asked questions• Time-saving access to information for clients • Automatic suggestions for issue resolution as client begin to enter the title of the service request – resolve issues without even raising a ticket / call reference number• Easy attachment of media files to enrich the content of the Knowledgebase item• Reports available on demand in various formats, including PDF and Excel spreadsheets detailing open calls / tickets

Client Support Portal

Mobile SupportRaise support queries on the

move! Support Analysts can send

resolutions when away from the office!

And Finally...

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Any Questions?