Situation

The IT Help Desk was struggling with soft skills when dealing with internal customer communication as well as an overabundance of calls into the call center for simple tasks such as password resets.

Team Engagement Strategy

A frontline team of IT staff, administrators and end users was brought together to brainstorm, sort and prioritize ideas for helping the IT Help Desk improve their services to internal customers.

Rapid Action Project Charter

How can we improve customer satisfaction for IT Enterprise Operations and Security in order to hasten ticket turn times, improve the quality of communication around closures and define new metrics to measure service?

Sample Solutions Implemented

1. Obtained soft-skills training for Service Desk through CCEP along with personal action plans.
2. Created templates for making communication more informative and effective.
3. Extended the expiration date on expiring passwords to reduce calls and hold times.
4. Created a Quality Assurance role for the IT Service Desk team.