Evolution of the ADM service desk
The past few years have been very busy for ADM Computing. We like busy, but it has been a little relentless during these unprecedented times. Today we would like to offer some insight into some of the recent challenges our service desk has faced, and the changes we have implemented as a result.
Challenges faced during the pandemic
The biggest change, without a doubt, has been hybrid working. Up until 3 years ago, every ADM staff member was based in our Canterbury office or at a client’s site. Now, unless you are a new starter, or in a role which requires you to be onsite, we offer hybrid working. Some staff prefer being primarily in the office, and others like the flexibility that comes with hybrid working, but we accommodate what we can.
A large part of the working from home challenge was ensuring our ~45 service staff had everything required to fulfil their role efficiently from home – so dual screens, docks, headsets and much more were shipped out to staff with staggering efficiency. One thing which was essential for both internal communication and inbound/outbound phone calls, was Microsoft Teams. Teams enabled our service engineers to stay connected from home, without compromising their ability to collaborate. The other challenge we faced was training new recruits. IT (Information Technology) didn’t slow down, and we needed to strengthen our team to ensure we could continue to support our customer base and their growing needs. Over the last couple years, we have employed some great individuals who have slotted into the department wonderfully. Many of the apprentices who joined us in the early days of the pandemic have now progressed to 1st Line Support engineers, cementing their place as wonderful additions to the ADM service desk.
Changes made and the introduction of the ADM Triage Team
As our internal team had grown larger, it was time to take a step back to review how we were working. This lead to trialling and implementing a brand new team within the department – the triage team. This team’s primary role is to be that first point of contact when our customers require support and assistance. Not only this, but if they feel the problem can be resolved within 30 minutes they will do their utmost to do this. This significantly reduced the time it takes to resolve problems for our customers. This can be seen in the graph below, which shows how ADMs average response and resolution times have improved as a result of the new triage team.
The implementation of a triage team has improved efficiency in the department which further improved our customer service, helping our engineers support our clients to a high standard. We are also very proud to have won last year’s Kent Mental Health and Wellbeing in the Workplace Award and more recently, the Kent Invicta Chamber of Commerce awards for the ‘Excellence in Customer Service 2022’ category – below you can see our customer satisfaction survey results so far this year, with 99.60% of feedback received being positive and 82.78% of feedback received being rated “Outstanding”.
We are now nearing the completion of a full internal refurb of our offices and looking forward to the day we can start inviting you in once more to meet the staff, tour the building and attend one of our many seminars, rumour has it we may even have a pool table!
About ADM
Founded in 1984, ADM Computing is Kent’s largest and longest established IT services company specialising in IT support services that help to reduce IT costs as well as improve network efficiency. We have a long history of charity work and won’t be slowing down any time soon!
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Blog Author
Jamie Pert – Team Leader & 3rd Line Engineer | ADM Computing – Established in 1984.
Jamie has been with ADM for over 10 years, and thanks to his desire to challenge the ‘we’ve always done it this way’ mentality, he has been instrumental in driving forward the development of our service desk. When not busy leading his team and thinking of ways to improve our processes, Jamie’s focus is on the implementation of automation that instils secure best practice across a wide-range of organizations, with a wide-range of requirements.
In his free time, Jamie enjoys playing and watching his son play football.
