Elevating Excellence: Tech-Pro’s Transformation of IT Service Desk at a Leading University
A leading US research institution (University) faced significant challenges with its IT Service Desk and Deskside Support provided by a previous service provider. The University was contending with a deteriorating reputation for IT support services and excessive costs to maintain these services. Repetitive, time-consuming tasks such as password resets, service or machine reboots, file backups or restorations, antivirus management, and software updates were major contributors to the inefficiency. Recognizing that a great employee experience is intrinsically linked to a superior customer experience, and with research indicating the critical role of service desks in organizational success, the university sought a transformative solution. The aim was to not only enhance the efficiency and effectiveness of IT support services but also to elevate the overall customer and employee experience.
Solution
To address these challenges, the university embarked on a comprehensive overhaul of its IT support framework. The support model was transformed into an HDI-certified, ITIL-compliant showcase of best practices in IT support. This integrated approach combined Level 1, Level 2, and Level 3 support (Help Desk + Deskside Support, Tech Kiosk, and NOC) into a seamless, centrally managed, shared service model. New technologies were implemented to reduce call volume and improve analytics, along with providing omnichannel support options. The 24×7 Help Desk was integrated with the campus-wide Network Operations Center (NOC) to enhance responsiveness and service quality. VIP services were also introduced to cater to critical support needs, ensuring a “follow the sun” experience with 24-hour, year-round availability, leveraging the full capabilities of Managed Technology Solutions, Robert Half staffing, and Protiviti consulting services.
Result
The transformation of the IT support model at Case Western Reserve University yielded impressive results:
- The Help Desk service was implemented within 8 weeks, ready to field calls, with Deskside Support and a walk-up Kiosk Tech Desk operational within 4 weeks.
- The new model seamlessly addressed call volume fluctuations, significantly improving CSAT scores (4.8 out of 5.0) and achieving a First Contact Resolution (FCR) rate of 90%.
- The quality of the knowledge base was enhanced, leading to shorter Average Handle Time (AHT) and more efficient problem resolution.
- The customer experience was notably enhanced through the real-time addressing of anomalies, facilitated by integrated NOC application monitoring with the Service Desk.
Tech-Pro’s Considerations around the adoption of Managed Services and Technology Solutions:
- Reducing financial impacts of downtime
- Customer Experience Efficiency
- Customer Service impacts on purchase decisions