Dealing with inconsistent support volumes?
Forecasting Service Desk support volume sometimes can be an impossible task with so many factors contributing to the volume increase such as:
A network event for example can cause alerts from hundreds of devices resulting in hundreds of new tickets for Service desk to view and manage.
- Addition of new Infrastructure
- Transition of new IT services – Most projects fail to foresee the impact of support volume increase mostly due to inadequate handover
- IT Changes going wrong
- Vendor alerts
- Legacy Infrastructure
All of this can cause a significant impact on the response and resolution time increasing frustration and decreasing customer satisfaction. SLA’s and team morale takes a hit as a result.
We offer a dedicated team to manage the overflow of volume making it easier to deal with it immediately. This solution also reduces the time taken through approvals required every time there is a need to deal with increased support volume