It's All About the Experience
At Lloyd, we take the service desk experience very seriously. Our organization was built on the belief that our service delivery and the experience we provide our clients relies heavily on the performance of our service desk. When implementing our best practices in our Service Desk, and frankly any best practices within our organization, we rely on a healthy combination of our own experiences and external influences, which is why we've spent the last twenty years building an ITIL-based Service Desk with ITIL-certified managers and team leads. Through ITIL, we've focused on providing two primary goals within our Service Desk:
We live and breathe those goals day everyday and through our investment in ITIL, we've become what is known as an expert service desk: We incorporate incident management and problem management, and most incidents are solved at our Service Desk. By resolving most incidents at our Service Desk through processes such as first contact resolution, we're able to minimize the frustration of needing to talk to multiple people and dealing with delays of transferring incidents. :
Through our Service Desk, our goal is to provide:
Whether you are looking to completely outsource your service desk, looking for additional help desk and onsite dispatch resources to help complete your team, or looking for someone to help you manage your help desk staff and implement best practices, Lloyd can help you achieve the experience you are looking to provide to your employees. Here are some key areas we can help when building your service desk: