The service desk is the most familiar area of the IT support business. A client contacts a service desk representative when they perceive a need, usually when something is broken or when there is a change in the business (i.e. a new computer is added to the network for a new hire). The mission of the Smart Dolphins service desk is to provide quality and comprehensive reactive support for our client’s IT challenges. It is just one of our five service delivery areas.
The Service Desk team is organized so that it can handle a large volume of “tickets” in an efficient and friendly manner. Customers can call and have their call answered by a real person or they can choose to email or electronically submit their problem through “Breakwater.” Breakwater allows our clients to create new service requests, attach screenshots, upload files, view their service history and more. It’s a service software designed to improve the overall customer experience.
Once a ticket has been submitted, it is then assigned to the appropriate technician and the client is notified. The technician follows up, troubleshoots and resolves the issue.
The success of our reactive team is determined by key metrics, such as tickets closed and our customer satisfaction score (CSAT). We receive very high feedback scores, which is a challenge given the nature of the work.
This team is also responsible for helping the proactive roles identify systemic problems and patterns to ongoing issues so that the root problems can be corrected by our proactive functions.
Our service desk is made up of three tiers:
Triage/Level 1 Technical Support – Ross Speirs
Level 3 Technical Support – Chad Ryan
There is no limit or additional costs associated to how much our Support Team is called on. You can even call the Dolphins up for “How To” questions!