Globalized IT Service Desk: Ellen Sittinger, Global Service Desk Manager Joe Fousek, Customer Support Associate Director
Globalized IT Service Desk: Ellen Sittinger, Global Service Desk Manager Joe Fousek, Customer Support Associate Director
LLP
The History
Six independent Help Desks in our larger offices
• Separate processes
• Self-developed procedures
• Most Help Desks also performing dispatched desk-side work
KIRKLAND & ELLIS
LLP
The History
Inability to adjust
• Unable to handle peak “system down” call volume
• 1 vacation + 1 sick = service nightmare
• Off-hours support was an expensive, distributed endeavor
• No vehicle to share lessons learned or best practices
KIRKLAND & ELLIS
LLP
Motivation to Change
First and foremost, the MONEY
Inconsistent customer experience
Inability to cover peaks in call volume
After-hours cost and staff burnout
Customer frustration with waiting for call backs
KIRKLAND & ELLIS
LLP
Was it Easy?
Differing opinions on the ease of building consensus
Most just delighted to have a standard.
Some offices believed the new standards were a step
backward
Office culture/politics can make standards difficult
KIRKLAND & ELLIS
LLP
Lessons Learned
Communicate early and often. Many of our users seemed
surprised when their call was answered by a voice they weren’t
familiar with, or someone not located in their office. While we
did communicate this, it probably wasn’t enough.
Expect some users will not accept change (hearing an unfamiliar
voice/accent)
KIRKLAND & ELLIS
LLP
Lessons Learned
Expect that there will be processes that vary office to office
which may not have come out in the discovery phase. For us, it
was offices vary on what kind of approval is required for
accessing another user’s mailfile (calendar, address book).
KIRKLAND & ELLIS
LLP
LONDON
MUNICH
LOS ANGELES
HONG KONG
Mailing Address:
P.O. Box 51827
Palo Alto, CA 94303
www.kirkland.com | 31