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Quality within the Nomad Service Desk

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Rob Kirk 08 Nov 2019

Service Desk Team Leader

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What does quality mean to me?

A good question, quality within the Service desk I believe, is determined by the quality of our fault finding and more importantly our relationships with our customers.

A quality relationship is one that has balance, both parties are engaged equally, free flowing information, trust and the certainty that Nomad cares as deeply about the fleets and vehicles as our customers.

Our other quality metric is determined by how successful we are at identifying, and resolving issues, before the customer can identify them themselves.

Building in Quality

Within the Service Desk controlling the output of the Service Desk Analyst (SDA) has always been difficult, for the simple fact that we are all individuals with different drivers, characteristics and experiences. As a result the information we gather, our investigative methodology and the information we place in the ticketing system is different.

Our challenge has been to standardise the quality outputs of individuals, but also allow them the freedom to investigate and resolve issues that arise in their own unique way. To do this we instated a quality control process within Remedyforce.

Remedyforce is a cloud-based IT service management tool that is designed to deliver fast IT and business service management to its users. With Remedyforce, we are able to provide innovative digital services that speed our performance, meaning we can dramatically improve our customer satisfaction.

This approach allowed us to set certain requirements when investigating an issue, and more importantly set a structure and include information needed for the incidents raised.

Nomad Digital Network Management System snapshot of map

What does good quality look like?

A good quality incident – an issue identified, investigated and resolved by Service desk will have the following information;

  • the fleet and train that has the issue
  • what the issue is
  • what the impact to the train and passengers is
  • a detailed methodical and evidenced approach to fault finding
  • all investigation steps documented
  • the required information captured and referenced.

We do not make any assumptions on the desk everything must be evidenced and once all the relevant points are completed, we can then score the incident and feedback to the SDA.

The feedback whether positive or constructive needs to be delivered in an honest and open manner, we document any training needs, set timescales around when the training will take place, what will be covered in the training and then once complete, we finally hold a consolidation session to assess the uptake of the training.

Final verdict

Quality for the Service Desk means different things, how well are we detecting faults, are we doing this within the SLA’s, are we investigating the issues as well as we can using all the relevant diagnostic tools and processes?

Finally, are we creating positive relationships with customers, engaging in open and honest two-way communication and exceeding the customers’ expectations?

At Nomad the answer is yes, we always strive to keep the above questions at the forefront of what we do.

ITSM infographic

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