An example of our managed services is the Learning & Development Service Desk which is outsourced to SureSkills. Resulting in lower costs for our Fortune 50 partner.
Our customer was experiencing difficulty in providing a help desk service due to headcount constraints. Handling a myriad of employee queries, supporting a worldwide education function, there was increased reliance on people with other primary responsibilities for response to and management of these queries.
The company came to us to find a solution for this problem. We were already closely involved in providing Learning & Development solutions for the company. Our close involvement included creating content, teaching classes & analyzing education requirements in respect of new product introductions and Merger & Acquisition activity.
Through discussion with the company we discovered support requirements for both external customer training and internal L&D service desk functions.
Utilizing our baseline knowledge of company requirements we quickly developed a lower cost, more sustainable service desk model as an extension of the client's business. A clear objective was to drive consistency and quality in the handling of issues and in end-user client communications.
This project fully delivered on the original objectives outlined. We brought the service desk fully up to speed within two weeks of start-up. Highly productive from day one, by week six our ongoing service desk provision was hitting 99% compliance with all baseline service level agreements.
The desk provides three levels of support, from basic level 'trouble ticket' issues to more challenging ones, including project management issues.