Service Desk Systems
If you don’t measure it, you can’t improve it. Find out how.
Lights-On has proven that The Legal IT industry trails behind other industries in the formal management and provision of service desks despite the internal customers in that sector being full of time billing people who’s demanding clients force demanding support requirements for the lawyers and support staff alike.
Often, the investment in a service desk system is retrospective once the firm has outgrown is existing manual, spreadsheet or internally developed “helpdesk system” and often it is the first budget item to be cut if finances are to be slimmed.
Lights-On has experience of designing, improving and establishing service desks and in recovering or improving service levels. We also have considerable experience in service desk systems and in service management (as consultant or interim).
We have recovered the service levels for many desks and embedded appropriately light ITIL processes to build a world class support functions, driving up key metrics such as calls handled per operator and first contact resolution and reduced those of time to answer and abandonment rate. All of these were done with the key objectives of driving up customer satisfaction and efficiency. We have done this for small law firm and global consultancies outside of legal and helped organisations obtain and keep ISO-IEC 20000 accreditation.
Whether you are a few people in your service desk looking for the next steps or a global looking for ISO-IEC 20000, we can help you. Why not get in touch for a no-obligation, completely independent chat about your need. Just click here.