Generally our service desk staffs have been doing their best to attend to all the service tickets that have been assigned to them. But there are times when the number of cases available are simply more than what they handle. There are also incidents where support other teams are required but the members of these teams may be too tied up to assist immediately. It is when such circumstances occur that the response time to resolve a simple problem takes longer than expected. This is when the requestor will become frustrated and feel that they have been neglected and their tasks completion have been delayed.

This is one of the contribution of customer not reply to the satisfaction survey upon job completion.

So how do we manage such situation? Simply, I feel that we have to let staff know that cross assistance is appreciated and that they will not be reprimanded for putting their hands into somebody else responsibilities and that their effort is also recognized.

The other thing is that we have to get back to the customer and let them know that their problem is being looked into. But let’s be reasonable, don’t take half a day to resolve a problem that need only 5mins to solve.

Beyond Service – Improving Service Level of Service Desk is a post from: IANPEDIA

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