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CENTRAL TECHNOLOGY
WHAT MADE YOU JOIN SDI?
When we joined SDI, we were transitioning from an IT Help Desk to an ITIL based
IT Service Desk. The resources and community available are invaluable. These
contributed to us achieving a same day resolution monthly average of over 70%
and seeing a drop in incidents of over 34.71% due to the efficiencies.
WHAT MEMBERSHIP RESOURCES DO YOU USE?
We regularly use the resources available on the SDI website as reference points
such as the benchmarking tool and reports, the blog, the Service Desk Standard,
the resource library and as well more recently the recruitment area. We try to
attend as many of the events as possible and ensure that all relating staff have
the opportunity to attend going forward as we establish our membership with SDI.
As part of our training plan, we are looking at a number of the training
programmes to further enhance our staff.
WHAT DO YOU LIKE THE MOST ABOUT YOUR MEMBERSHIP?
Our favourite aspect of SDI membership is the collaboration it brings across the
Service Desk community. It has allowed us to see real-life examples of service
improvement, learn new skills, techniques, and connect to other similar
business’ to work collaboratively and share ideas.
WHAT IS THE GREATEST CHALLENGE FACED BY YOUR SERVICE DESK?
Keeping up-to-date with a constantly changing and varied market. We know as
businesses grow their technology requirements change. Our staff are kept up to
date with the latest technologies and appraised of the latest features within
our products through regular training programmes as well as the recent
introduction of cross team mentoring.
WHAT DIFFERENCE HAS BEING A MEMBER MADE TO YOUR SERVICE DESK AND CUSTOMERS?
Being a member of SDI ensures we have the ability to not only collaborate with
other members easily but to also ensure that any previous initiatives
are quickly referenced with other service desks, allowing us to develop as a
business more effectively and efficiently. The positive impact this has had on
our customers has been clearly seen, showing improved response times, improved
resolution times, increased levels of communications, a reduction of incident
volumes and ultimately improved customer satisfaction/engagement.
WHY IS IT IMPORTANT TO BE PART OF A NETWORK/COMMUNITY?
Being part of a community is vital, especially in in IT sector. With access to
reference material and other like businesses, it inspires us to continue to
deliver World Class service to our customers. As part of our internal business
CSIP review process we continue to regular processes and business methodologies
while learning from other members mistakes and successes, we are able to easily
network and collaborate with other members, find opportunities we didn’t know
existed and most importantly network with other members along our SDI journey.
FIND OUT MORE ABOUT CT
Some Quick Facts:
* Head Of Operations: Robert Longden
* Service Desk Manager: Nick Bennett
* Business type: An ICT Managed Service Provider offering Service Desk support
options from level 1 to level 3 escalations, project work, CT Voice (Cloud
IPT), security solutions, Veeam Cloud solutions (backup/DR) and strategic
consultancy/advisory services covering all sizes of customers
* Location of service desk: Chesterfield
* Days and hours of operation: Mon – Fri 08:00 – 17:30, with 24×7 proactive
remote monitoring and out-of-hours cover as an option within CT Premium and
CT First contracts
* Multi-lingual?: No
* Number of customers supported: CT currently delivers service to 215 customers
covered by our comprehensive IT support contract tiers and approx. 4000 end
users
* Calls received: We manage over 3600 incidents per month, logged via
phone/email/portal with a 2018 annual average of over 70% resolved same day
across all incident priorities
* ITSM Software: AutoTask
* Longest serving team member: Nick Bennet (been with the company since 2008)
Share This
--------------------------------------------------------------------------------
CORPORATE MEMBER
Member Since 10/09/2018
No.Employees 14
TESTIMONIALS
"Our favourite aspect of SDI membership is the collaboration it brings across
the Service Desk community. It has allowed us to see real-life examples of
service improvement, learn new skills, techniques, and connect to other similar
business to work collaboratively and share ideas."
--------------------------------------------------------------------------------
VIEW OTHER FEATURED MEMBERS
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