Steve, our IT Support Operations Manager, has given us a fantastic insight into the IT Support services from Holker, so we wondered if there was a “cherry he could put on top of the cake”…
STEVE: The main point is that Holker always meet the SLA requirements. These service levels agreed with our clients are the main focus for us, on the service desk. The key is engaging with our customers through the account managers and across the business.
We want the customer engagement to actually exceed the customer’s expectation, and the levels of service to do the same. That is certainly the aim.
It’s important for us to live up to our SLAs and the customer’s expectations, and exceed them if possible, which we always strive to do.