Our IT Service Desk is Changing the Game

Published on: June 3rd, 2021
Last edited: June 3rd, 2021

Our clients are everything to us at KMT and we will always be driven by a desire to deliver the best IT Support to you.  We are always listening to your feedback and working to improve our processes to best serve your needs.

We want to take our service to the next level.  We are currently working closely with industry-leading consultants to ensure our processes continue to deliver the level of service you expect from KMT.

Some of the improvements we will be implementing during 2021 will include:

  1. Changing the way we triage and allocate all incoming service requests.  This will ensure that your requests are consistently allocated to the Service Desk Resource best placed to resolve your issue as quickly as possible.
  2. Wherever possible we will solve “Quick Fix” issues such as password resets and locked user accounts during your first call to the Service Desk.
  3. Our Service Desk teams will be working in a more structured way to give you a clear understanding of when you can expect your ticket to be worked on by us.

This is what your new service will look like:

Our IT Service desk is committed to provding exceptional customer service infographic

We started this process back in the midst of Melbourne’s second lockdown in our efforts to thrive during this difficult period. Our focus has been driven from feedback around; response times, communication with the end-users, and follow-up by our team, and these are exactly the types of issues we are directly addressing in our ongoing efforts to #ChangeTheGame of IT Managed Services.

We will continue to listen closely and respond to what you tell us about our service.  We look forward to bringing more updates about our Service Desk evolution as we work through implementing these changes.

Cheers

Tom

#HumanFaceOfTech

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