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Jump in service levels across IT service desk following recent restructure

Acora is this week delighted to recruit its two final members to its two 24/7 operation centres based in West Sussex and West Midlands.

This completes a heavy 8 month recruitment drive to find experienced professionals to meet the ever-changing technology demands of Acora’s rapidly expanding customer base in the mid-market. The result is a dedicated support team with strength in knowledge depth as well as numbers.

“Our service desk has recently undergone a radical restructure from first to third line support to ensure that we can provide a true 24/7 service desk to our growing customer base” says Paul Faulkner, COO, Acora.

“We have built increased flexibility within the teams to not only cope with the varying spikes in demand on a daily basis but to support our customers as they expand and grow. We have also doubled our training budget to ensure we continually assess and upgrade competency levels”.

The new restructure is already paying dividends. SLAs remain consistently above their 92% target and the time taken to solve an average case is under 40 minutes. Phase two of the continual service improvement plan – utilising the latest industry technology to provide optimum service levels – is already underway.

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