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IT Support Team Update for June 2020: On the desk with Tom

Published on: July 6th, 2020
Last edited: January 12th, 2021

IT Support Team Update: August

Happy New Financial Year to you all as we head into July, my favorite month of the year.

Welcome to KMT

We were in the fortunate position of welcoming two new team members to KMT in June. Last month I mentioned that Evan Mason was starting with us and I’m happy to say that he has been enjoying learning alongside our senior technicians for several weeks now and is already happily entrenched in our A-Team. It’s great to have you on board our IT support team Evan.

I would also like to welcome our newest Level 1 Technician, Brendon Lines. Brendon, originally from NZ, joined our A-Team in late June. Brendon is currently undergoing training within the IT support team. I have no doubt he will be speaking with our valued clients shortly. Welcome to our United and Accountable team gents, it’s great to have you both on board.

In other news, I’m very pleased to announce that KMT’s IT Support team has its first female technician. Most of our clients will already have spoken with Natasha Woodward (Tash) who, after a year of delivering the outstanding customer service that KMT is known for, has now moved on to become a Level 1 Service Desk Technician. It’s an exciting and challenging time for Natasha and she is already displaying her signature energy and customer care in her new role. All the best Tash, you are a great addition to our technical team.

IT Support Desk Summary

Now to the numbers. Our CSAT took a slight dip in June. This is largely attributable to the end of financial year pressures and deadlines upon us all. That said, I can assure you that Customer Satisfaction is taken very seriously here at KMT. All feedback reported to our Customer Service team is responded to, investigated and addressed within our team. We are continually striving to improve and greatly appreciate your feedback.

Our Average Ticket Resolution time has decreased slightly, in line with the slight increase in tickets raised. The number of tickets has increased a little from May, rounding out the year at just over 3000 tickets for the month.

Looking back on the last 12 months, you can see the large spike around Feb / March as our clients prepared for the huge shift to work from home. This was followed by a dip in tickets for the year around April. As Easter hit, everyone settled into the new way of working. I therefore expect these numbers will remain steady for a while as Victoria addresses a spike in COVID-19 cases.

KMT IT Support Statistics, Support Tickets Raised in 2020

I’d like to wish the best of luck to all our clients as you finish off the financial year. I hope it’s all wrapped up smoothly and swiftly. Naturally, our team is here to help if you encounter any technical hiccups!

If you would like to contact Kaine Mathrick Tech (KMT) for any of your technical issues, please don’t hesitate to contact any member of our team.

All the best and keep safe.

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