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Amy Gavin – Savills [Agavin@savills.com]

First Name Amy
Last Name Gavin
Company Name Savills
Company Email Agavin@savills.com

Overall

Tolerable – 75%

Performance

Outstanding – 80%

How high is your First Time Fix rate (of tickets resolved from incoming calls)? 4
To what extent does your Knowledge Base contribute to Service Desk Resolution? 4
How familiar are you with the top Service Desk ticket categories? 5
How well do you understand ticket resolution times? 3
How mature are your Incident Management processes? 4
Total for Performance 20/25

Capacity

Tolerable – 70%

How easy is it for users to contact the Service Desk? 4
How well is Service Desk customer satisfaction measured? 3
How aligned is your Service Desk with the needs of the business? 3
How does your Service Desk rate for customer service? 4
How comprehensive are the Service Desk SLAs? 4
Total for Capacity 18/25

Innovation

Outstanding – 90%

To what extent is the Service Desk impacted by resource availability? 4
How long does it take to induct a Service Desk Analyst on to live service? 4
To what extent do capacity issues contribute to Service Desk performance? 4
How effectively is Service Desk staff performance managed? 5
How well does the Service Desk environment aid productivity? 5
Total for Capacity 22/25

Alignment

Tolerable – 65%

How well does the Service Desk understand the needs of different user-groups? 3
How technology-enabled is your Service Desk? 4
How much of the Service Desk agenda is to optimise user productivity? 3
What proportion of your end-user support service is automated? 3
How well does the Service Desk ensure information security? 3
Total for Capacity 16/25

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