Helpdesk

Helpdesk shines in 2016

13th December 2016 by microdec

The Microdec helpdesk has continued providing outstanding service throughout 2016, with more great statistics in the last few months.

'First-time-fix', where resolutions are given on the very first telephone call are up 5% on last year, with November being the most successful month to date, when over 60% of calls were resolved immediately.

Our average response time during Sept to Nov for low impact fault calls was just 48 minutes and our overall resolution time is 2 hours. Average response times for higher priority faults was just 6 minutes and resolutions times of just over 30 minutes.

As well as these best-in-class statistics, Paul Speller, Helpdesk manager, is particularly proud of our staff retention, "The average length of service on the helpdesk is 3.4yrs. That level of stability, in-depth knowledge and team strength is extremely valuable to our clients"

Going forward, the helpdesk is continuing to develop, with renewed focus on knowledge building and constant review and feedback among the team's aims for 2017.

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