The Service Desk is the face of IT. Invest in it.

The Service Desk is not seen as the exciting part of IT and is often overlooked and neglected when it comes to prioritising improvement efforts. However, the Service Desk is the face of IT and transforming it into an effective customer interface often has a dramatic impact on the customer perception of IT as a whole.

We have deep expertise in transforming Service Desks. By reviewing the processes, structure, tools and performance of your Service Desk team and comparing them to best practice and performance benchmarks, we will identify the gaps and provide a detailed set of recommendations on how to transform your Service Desk.

We will work collaboratively with you and, depending on your budget, preferences and on the skills, experience and availability of your own staff, we will provide as much or as little help as you need to transform your Service Desk. We frequently combine hands-on assistance (e.g. designing KPIs and processes) with mentoring of the Service Desk Manager.

Typical challenges faced by our clients include:

• The Service Desk being too busy to improve themselves
• Incidents and Service Requests taking too long to resolve/fulfil or disappearing into black holes
• Team members having an inconsistent level of technical knowledge
• Poor or missing KPIs

Our fees are fixed, our time off-the-clock and our work guaranteed - we commit as much time as necessary to achieve your goals.

We have a solid track record of success. You can read what our clients say about us at www.silversix.com.au/testimonials.

If you’d like to discuss how we can help you achieve your goals, please contact us by clicking here www.silversix.com.au/contact.