What is your team responsible for?
We provide an ICT help desk and technical support for service users across Birmingham City Council and Service Birmingham, which is Capita’s joint venture with the Council. Our team is the main interface for all ICT enquiries. We offer a whole range of services, from initially receiving, tracking and monitoring enquiries, ensuring any issues are escalated to the right teams so they can be fixed.
Roughly how many people are in the Service Birmingham Service Desk?
We’re a team of 19, which covers the service desk manager, team leaders and incident handlers.
Describe a typical day on the Service Desk
Our ICT Service Desk operates between 8am and 6pm, where the team is rotated on four different shift patterns and to cover peak hours where we typically receive higher volumes of calls. The team aims to answer 80% of calls within 20 seconds, where the issue would be accurately recorded into our system, ensuring it is the correct category and priority for resolution. Around 40% of calls are resolved at the first point of contact but if an issue needs more technical support, the team will capture all the essential information and report this to the ICT incident management function and work with the team to ensure any issued are resolved in line with the service level agreements.
The team also helps users with creating or changing accounts and password resets for ICT devices and software. We also contribute to the development of and maintenance of our IT software which is used to manage, log and track queries.
What are the proudest moments for your team?
It is probably the recognition of the work and hard work of the team and the difference it makes to end users. For example, we were commended by the ISO 200000 auditors for ‘Best Practice Service Desk Induction Process’ and we have received some outstanding feedback in our customer satisfaction survey (see the excerpts below):
“I've been employed by Birmingham City Council for nearly 10 years and in that time the support I have had from Service Birmingham over this period has been invaluable, solved many a problem for me, the unsung heroes in the background!”
“I was and am happy the way Service Birmingham handle and resolve the problems / requests.”
“I have always found incident handlers very patient and helpful.”
“I received excellent customer service. Fast response.”
As a result, we like to celebrate the hard work and success of our employees so every month we select an ‘analyst of the month’. This is based on performance statistics, which are produced on a daily basis and measure the number of telephone calls taken, incidents logged and updated, requests logged and quality actions for each individual as well as their telephony dispositions.
Tell us something that people may not know about the ICT Service Desk
The ICT Service Desk has built a successful working relationship with Birmingham City University. Since July 2016, we have employed five graduates for incident handling positions. Two of the graduates have already won the analyst of the month in October, November and December 2016!