Single Point of Contact
Remember when IT was easy? (Bear with me - it was a long time ago!) There were not too many technical alternatives, and there were not too many people working to provide them. When someone needed help, they pretty much knew who to call and what type of solution would be offered.
Today, technical options are abundant. And IT departments have grown into a maze filled with both specialists and generalists. Trying to find the right person, with the right answer, at the right time, can be frustrating.
We're here to help! Our traditional help desk has been transformed into a customer focused "Service Desk" that combines interpersonal skills, technical expertise, and business awareness.
Having a "Single Point of Contact" offers many advantages:
- Customers no longer need to understand and navigate the organizational structure of IT.
- All customer contacts are documented and managed.
- Service support and delivery is more consistent.
- Trend reporting and root-cause analysis helps reduce recurring incidents.
- Resolution time is improved through efficient and effective use of technical staff.
- Customers have access to a wider range of specialized skills.
- Areas for improving customer experiences are easily identified.
The Service Desk is designed to be the "Single Point of Contact" for providing customers with advice, guidance, and the rapid restoration of services. We are focused on providing customer-centric services, and the Service Desk is where it all begins!
Exceptions to the Rule
Having a "Single Point of Contact" for customer services and support makes sense. However, there are cases where traditional one-to-one correspondence still applies. Some examples include:
- Project work
- Strategic conversations
- Business consulting and planning
- Personnel issues
