Service Desk
Background
Headquartered in St. Paul, Minnesota USA, the $2.9 billion medical device company employs approximately 10,000 people worldwide, with products sold in more than 100 countries.
Since 1976, our client has been a pioneer in cardiovascular medical technology and become a global industry leader. Founded as a heart valve company, our client has broadened its portfolio through internal development and strategic acquisitions. Today, they offer a wide range of products for cardiac rhythm management, cardiac surgery, and cardiology/vascular access.
Our client’s objective was to define and implement an organizational framework that enabled them to establish a world class service desk that offered a complete and exceptional IT support to the business divisions. The goals were to establish a foundation through which an ITIL-based service desk function and organization would be developed.
Challenge
- Lack of common processes, common skills sets and shared experience prevented the various help desks within our client from evolving to cohesive functional organization ready and able to deliver world class service support to their IT customers.
- Four help desk organizations working independently of each other - located in St. Paul, Sylmar, Brussels and Veddesta
- Applications are web-hosted, designed to be cross-divisional and span multiple help desks
- Tools, processes and staffing levels prohibit shared support of customers and applications
- Each help desk was staffed with agents trained to specific applications and for specific customer bases
Solution Highlights
Our client moved into common, globalized delivery of IT services by leveraging the following:
- Identified the technical and functional requirements needed to become a World Class Service Desk.
- Created, designed and integrated a Service Desk Process with an Incident Management process. Facilitated the restoration of normal operational service minimizing the adverse impact to the end user within the agreed service level and Customer priorities.
- Provided a single point of contact (SPOC) for the end user with 85% resolution of all calls.
- Proactively identified the opportunities to lower the cost of the delivered services by monitoring the software, hardware, and network used by the Customer.
- Designed knowledge base for documenting all call resolutions and known errors for providing a high degree of business and technical knowledge to the Service Desk Analyst.
- The Service Desk acted as the central communication liaison for all IT specific announcements both to the Customer and to other IT functions located across our client’s organization.
Results
Our client is able to attain the 85% resolution rate because of implementing the Service Desk process and from implementing a toll free number for all internal and external customers which routes all calls to the St. Paul’s headquarters Service Desk. Our client also implemented the Incident Process and the knowledge base which assists the Service Desk Analysts in being able to resolve technical issues quicker. As a result of our client’s service desk can now confidently say they are a World Class Service Desk.
