HELP<->LINE

Service Desk as a key instrument of IS governance

84% of people surveyed stated that their perception of IT was mainly gathered from contact with a help desk. Although support represents a relatively small part of time spent on IT, it is surely its true “face”. CIOs should be asking themselves if they are putting their best “face” forward. IT support groups have hands-on experience of IT infrastructure issues on a daily basis, and see its real time impact on business. They are the first to hear about, identify, and address issues. Based on what they see and track, they are best-placed to identify any major underlying problem which may affect business, or even worse still, impact on its customers.

HR as our major asset

We are currently building a high-performance culture where managers and employees expectations are clearly identified and where success is recognized and rewarded. Failure to motivate, develop, stretch, challenge and provide colleagues with a comfortable working environment eventually leads to a deterioration in customer service. Highly-trained and motivated staff produces positive results.

Long-term business “partnership” with our customers

A central factor in the success of any outsourcing is partnership. Both parties must be committed to working together to make mutually-beneficial improvements. We recognize that in order to help its clients achieve measurably faster, better and sustainable results, effective collaboration and innovation are vital. Great emphasis is placed here upon and this, according to clients, is what separates us from our competitors.

Innovation

Continuous improvement is a central theme of our commitment to the client throughout the whole multi-annual duration of the contract. To this end, we shall clearly define a service innovation road-map which is committed to low-risk and pre-agreed changes, resulting in lower-call volumes and more efficient services. This will be achieved through the use of online self-help and management know-how tools for example.