Service Desk Institute needed a Service Desk consultant to transform its local authority client’s struggling IT service desk.
T2CONSULTING provided interim manager leadership and mentoring to the existing management team.
T2CONSULTING reviewed and revised the team structure in consultation with management and staff, addressing personal aspirations and development plans for all team members.
T2CONSULTING identified, instigated, managed and documented multiple improvement initiatives relating to processes, tools, measurements, training and customer self-help.
T2CONSULTING instilled a continual service improvement approach using process, customer and staff input.
T2CONSULTING implemented a customer satisfaction survey which revealed improvement from a benchmark of 64% to 92% in 10 months.