How does the IT Service Desk monitor and improve service quality?

Our Senior Analysts actively monitor the Helix support queues to identify and address any quality issues. Informal coaching is provided to Analysts where needed, and if necessary, issues can be escalated to a Team Lead for formal coaching.

A Team Lead is present daily to monitor call quality in real-time and address any issues in person. Additionally, our Service Desk Manager mailbox is reviewed daily by the Team Leads and Service Desk Manager, ensuring any escalated issues regarding ticket or call management are followed up promptly.

Every week, we hold a Weekly Service Review to evaluate our service performance, including:

• Customer Satisfaction: Performance against our 90% target.
• Service Level Standards: Performance against our 90% target.
• Aged tickets: Identifying any unresolved tickets.
• Call handling: Calls answered within 30 seconds (against the 90% target), average call wait times, and steps to improve maximum wait times.
• Negative comments: Review of feedback and actions taken to improve service.

• Performance statistics: Calls answered, average wait times, tickets received/resolved.
• Call quality monitoring: 5 calls are reviewed for greeting tone, user verification, and accurate ticket logging.
• Ticket quality monitoring: 5 tickets are reviewed for correct information, signatures, and response tailoring.

After your ticket has been resolved, you will receive an email asking for feedback via a satisfaction survey. You can also provide feedback directly after any remote help session with an Analyst.

Positive feedback is shared with our Analysts and their Managers to celebrate success. Negative feedback is equally important, helping us identify areas for improvement. Our Management team responds to all negative feedback and investigates ways to enhance our service.

If you'd like to log a ticket or request support, you can email us at 88888@kcl.ac.uk or call the IT Service Desk on 020 7848 8888.