Introducing Our New ServiceDesk Manager, Richard Trolley.
As CNC continues to grow, customer service is paramount to our key values, which is why I would like to introduce you to Richard Trolley. Richard is our new ServiceDesk Manager and he has a wealth of experience and knowledge in customer support and service.
The key role of the Service Manager is to act as a single point of contact for customers who need to discuss concerns on any service related issue. This could be where a customer feels that progress is not being made in an effective and efficient manner, leading to a negative business impact.
A key part of his role will be liaising with customers and the relevant CNC service desks on any service requests that require more focus, and some management involvement. When necessary he will write Major Incident Reports and Service Improvement Plans in order to enhance further our service provision.
In addition to liaising directly with customers, Richard will generate customer reports and attend service meetings with the CNC Technical Director. In this way we can evaluate if the client experience and expectation is meeting our contractual obligations, and ensure that evolving IT requirements are reviewed and addressed.
He will also carry out analysis and trending of internal service request data to identify any underlying issues, so that we can address these. For example, increased call volumes may be a result of IT equipment ageing and therefore failing more often. Or they may indicate a need for more customer training.
By analysing and reviewing this data we can take the right action to improve our services and keep our customers' IT systems running smoothly.
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