ESP’s centralised Service Desk is located at our Reading headquarters and is manned 24 hours a day, 365 days a year.
The desk achieves the following objectives:
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A single point of contact (SPOC) for our customers |
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To ensure business goals are met by the delivery of excellent support |
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To help identify and lower the cost of IT services as a whole |
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To support changes across business, technology and process boundaries |
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To satisfy our customers and thereby their retention |
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To help other areas of the business identify new business opportunities. |
Through the following responsibilities:
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Receive and record all calls from our customers and deal with any simple requests |
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Assess all calls and attempt to resolve simple issues |
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Monitor all service incidents and escalate if necessary |
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Keep customers informed on status and progress |
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