For large companies, it is essential to have a single window service that logs all user requests related to IT infrastructure, promptly resolves simple incidents and transfers complex ones to a responsible team. Service Desk from ICL Services allows automating business processes and increasing the speed of resolving incidents. This service has been used by one of the largest retail chains in Russia since 2018.
The customer has over 200 supported information systems. To distribute requests quickly and correctly, each employee of the first line of support is tested on the knowledge base containing over 500 articles from different areas.
The goal of the first line of support is to solve user problems as quickly as possible.
Key Challenges
- The average response time should not exceed one minute
- The amount of missed calls should not exceed 30%
- At least half of all received requests should be resolved by the first line of support
Solution
Implemented our solution
- Service Desk specialists work in the customer's system in strict compliance with its internal regulations, but they use in-house developments of ICL Services and automation methods that reduce the time of request processing.
ICL Services also provides its customer with on-site support services. In total, there are almost 500 supported stores located in different regions of Russia, each store has 100–150 units of equipment. Field engineers maintain:
- structured cabling systems;
- uninterruptible power supplies;
- system units and monitors;
- bar-code scanners and customer displays;
- peripheral cash registering equipment, excluding fiscal printers.
There are on-site support engineers in every city.
- All requests are received by email, which is integrated with the Snaryad on-site support monitoring system. This system records all requests received, responsible specialists and deadlines. According to contract requirements, service requests must be completed by the end of the next business day. However, high-priority requests are completed on the current day (regardless of whether it is a business day, a day off or a holiday). Priorities of service requests are determined by the customer's dedicated group of engineers.
- Service time is from 9 a.m. to 7 p.m. seven days a week, but high priority requests are processed 24/7. 70% of requests require repair with equipment replacement, reboot of the operating system or block repair with replacement of individual parts. Supply and management of standby equipment funds is provided by ICL Services.
Results
- ICL Services on-site support engineers receive about 500 requests per month.
- The average time of response to a request is less than 30 seconds.
- The percentage of missed calls is no more than 15%.
- Over 55% of requests are resolved by the first line of support.