Helpdesk Support

OVERVIEW

An Agency's Department of Innovation and Technology team faced a challenge with maintaining staff for a centrally managed and integrated service desk and desktop support. Government clients are committed to serving constituents and employees efficiently and effectively. However, limited support hours and delays in addressing critical issues hinder their ability to fulfill this mission. To overcome these challenges agencies implement a 24/7 365 helpdesk support model to provide round-the-clock assistance to staff and constituents alike.

CHALLENGES

Before implementing the 24/7 365 helpdesk support model, the agency faced several challenges:

• Limited support hours: Traditional support hours were insufficient to meet the diverse needs of staff.
• Delays in issue resolution: Critical issues often went unaddressed outside of regular business hours, leading to disruptions in operations and service delivery.
• Inadequate resources: The agency lacked the necessary resources and infrastructure to provide timely assistance during peak demand periods or emergencies.

THE SOLUTION

To tackle the aforementioned challenges, Miles created a recruiting plan that would assist with supporting the department's requirement. It began with developing a talent acquisition strategy. We began outreach to recruit from a diverse pool of underrepresented groups in the technology industry. The Miles team has consistently retained the longest tenured employees on the project.

The implementation of the 24/7 365 helpdesk support model involved several key steps:

• Staff training: Helpdesk support staff underwent comprehensive training to familiarize themselves with the agency's systems, processes, and service standards.
• Technology upgrades: The agency invested in state-of-the-art helpdesk software and communication tools to facilitate efficient issue tracking, escalation, and resolution.
• Process optimization: Workflows and procedures were streamlined to ensure seamless coordination between helpdesk support staff and other departments within the agency.

Results: The implementation of the 24/7 365 helpdesk support model yielded significant benefits for the Agency:

• Reduced response times: Issues are now addressed promptly, regardless of the time of day, leading to faster resolution and minimized downtime.
• Increased satisfaction: Staff and constituents alike have expressed satisfaction with the availability and responsiveness of the helpdesk support team.
• Improved efficiency: The streamlined processes and round-the-clock availability of support have enhanced overall operational efficiency and service delivery.

Conclusion: The Agency's experience with implementing 24/7 365 helpdesk support demonstrates the importance of reliable and responsive support in fulfilling its mission of serving constituents. By investing in the necessary resources and partnerships, the agency has been able to enhance efficiency, satisfaction, and service delivery, ultimately benefiting staff and constituents alike.

To learn more about how the Miles 24/7 365 helpdesk solution can benefit your organization, contact us today. Let us help you streamline operations, enhance service delivery, and ensure the success of your mission.