Invisible people support…
At the first time our countryside desktop users were a quite surprised by our idea, to take over the desktop support without regular weekly personal visits. We had presented a detailed plan based on our earlier experience, namely to have standardized desktop environment with full remote access capability using built in policies including central data storage and withdrawal of local administration rights. At the same time we had built a strong background of incident management process and Configuration Management Database, as well as a strengthened Service Desk with committed staff.
The rollout of the solution was extended with local training and building personal relationship with the countryside users. After that the startup was surprisingly smooth – all users were able to use their desktop without further interaction, they were able to share their common knowledge with each other, and both parties were able to use their common language with Service Desk operators.
Main Key Performance Indicators showed significant developments, Average Number of Incidents per Months, Time Spent on Resolution had decreased while incidents Closed on First Call and Customer Satisfaction had increased significantly – as a result desktop users were really surprised – in a positive manner.
We scheduled monthly visits – mainly to maintain personal connections – and we meet with satisfied users without their need to deal with IT technical affairs.