Service Desk

Service Desk

Every business needs some type of technical support. For many, that comes in the form of the Service Desk. A good Service Desk can handle a wide array of calls, from the employee who needs to get his monitor working to the administrator who needs help setting up permissions for a new hire. Of course, there’s more to a Service Desk than just solving an issue. They also must do so quickly, and with reliable, friendly service.

At XL.net, we’re proud to offer Service Desk support in Chicago that does it all. Part of working with XL.net includes gaining access to our exceptional Service Desk solutions. We have expert staff members on-hand at all hours to provide 24/7 IT Service Desk services to Chicago SMBs.

The Role of the Service Desk

There are several types of problems that can require a call to the Service Desk. We can resolve them quickly, whether you need help with break-fix issues — such as when a component has stopped working — or setting something up or learning how to do something. All of these situations are in our wheelhouse.

When you contact our Service Desk, there are three things you and your staff care about:

Speed

Our unique competency is to minimize productivity loss by 80%. We find and resolve technical problems and inefficiencies through our System Analysts and your XL Technology Officer (XLTO). These improvements lead our Service Desk to deal with 80% fewer issues than other service desks. With this reduction in calls, we have the time to urgently address the needs of the thousands of people we support.

We operate three live shifts 24/7/365 so we are always available. For 71% of the week, there are two or more Service Desk Engineers per shift, to ensure that no one needs to wait to get help so you can get back to work quickly.

If there is ever a voicemail left to the Service Desk, the leadership team is alerted so we can identify the core issue and prevent it from happening again. We don’t like leaving a voicemail when we need service from a vendor, and we never want that experience for the people we support.

We target that issue at 5 pm daily. We keepfewer than 25 requests in progress at a time and call that our Mendoza Line.

We anticipate needs based on historical data and predictions. During the week of March 16th, when most of our clients had to convert to working remotely on the same day, we had a 100% increase in requests and proactively planned for it the prior week by putting 100% of XL.net staff into the Service Desk and speaking and planning with each client.

At the beginning of the COVID-19 stay-at-home order, our clients told us, “You are my only vendor that is picking up the phone this week.” That is XL.net. No excuses, we strive to be there for you 100% of the time.

Accuracy

Accurate solutions influence how much you trust your Service Desk and how often you need to keep coming back. If you make a call and your problem keeps occurring, you’ll have to call back, taking up valuable time on both ends and adding to the frustration. We avoid these situations by taking deliberate measures to consistently gauge and improve our accuracy.

Being consistently accurate requires a culture focused on process and continuous improvement. We currently have 816 policies, processes and procedures and an additional 1818 knowledge base articles. Each of which is reviewed annually at a minimum.

We utilize a process management platform called SweetProcess and you can read about our experience. If you ever want to test how much process is part of our culture, all you have to do is say “Sweet” to an XLnetter and listen to it being followed by “Process.”

With such a powerful management system behind our processes, we’re able to offer high levels of accuracy, so you can expect dependable problem resolutions each time.

Friendliness

What we learned early on, is that when you contact our Service Desk, your day has been negatively impacted and the last thing you need is to hear excuses or technical jargon or be made to feel that it is your fault.

We use four different methods to gather feedback to ensure we are continuously providing the best service possible.

1. Satisfaction Surveys

After every resolved service request, you are emailed a brief 3-button survey with the ability to add additional commentary. The surveys are made possible with Crewhu, so you can always let us know if anything’s not right or if our Service Desk Engineers knocked it out of the park. Your responses help us to continually improve.

Customer satisfaction for the last 180 days is 96.40% based on 2,028 surveys.

2. Satisfaction Enforcement Calls

We call every one of your staff members quarterly and ask them to provide a 1-5 rating of our performance as well as commentary on what caused that ranking to be provided.

The calls are performed by Perfecting Service to allow us an unbiased perspective.

3. Ticket Analysis

Twelve tickets are randomly selected on a daily basis and audited against eight different stringent criteria.

This analysis allows us to identify service issues that perhaps you or staff are not comfortable to share with us, especially once you have formed a relationship with XLnetters. It can also help us identify some subtleties that might not be noticeable but can help us improve nonetheless.

The analysis is performed by Perfecting Service to allow us an unbiased perspective.

4. Call Recording Analysis

At least one hour of call recordings are randomly selected on a daily basis and audited against seven different stringent criteria.

Perfecting Service also conducts this analysis to provide us with an unbiased perspective.

We take the data from the four methods and process service issues at the leadership level on a weekly basis following the EOS Traction Identify, Discuss and Solve process. For deeper analysis, we perform an ISO 9001-level Incident Report and consider all issues to be process issues.

We realize we are not perfect, but we strive for it constantly!

24/7 IT Service Desk Support in Chicago

If you’re looking for a Service Desk outsourcing company in Chicago that can respond to the dynamic needs of your business and offer fast, friendly, accurate support, XL.net has you covered. With transparent, well-documented processes, our Service Desk offers exceptional results for SMBs of all types. Plus, we consistently take feedback from our clients and use it to help us continually improve and become a little bit better every day.

To learn more about working with our skilled team of experts for Service Desk solutions in Chicago, contact us today.