Your managed service provider’s help desk is vital to a great customer experience. The people fixing your tech issues need expertise, empathy and passion. It’s a rare mix. Typically, such roles have high turnover due to the constant pressure. As people add to their work experience, they change jobs for less pressured roles. And when they leave, their customer knowledge often walks out the door with them.
That’s why it’s important to not just get the right people in your business. It’s also vital to build a great culture and give a clear career path. You’ll find staff staying and practical client knowledge kept. This is key to a high performing service desk, able to deftly meet customers’ needs.
With CodeBlue’s service desk, this is especially true. Afterall it’s where many in our team started. We recognise our service desk as the start of a longer CodeBlue journey.
Understand customers first
Understanding the needs of our customers is critical to our Service Desk strategies. One of the ways we achieve this is by taking a pro-active approach and being a key part of customer on-boardings. By having Service Desk leadership involved from on-boarding through to customer “go-live” day, we provide insight and guidance to other members of the on-boarding team. We learn everything we can about the customer’s mission and purpose, ensuring documentation is accurate and our team has everything needed to provide an exceptional customer service experience.