[Case Study of In-House Help Desk Implementation] Major General Trading Company
A case where costs were reduced by utilizing a shared operator!
We would like to introduce a case study on the implementation of an "in-house help desk (service desk)" at a major general trading company. The company faced challenges because users who made inquiries were not well-versed in IT, leading to lengthy explanations even for simple inquiries, which prevented the information systems personnel from performing their intended tasks. By outsourcing cases that required significant response time, the workload of the information systems personnel was reduced, allowing them to focus on their core responsibilities, such as planning and proposal activities for clients. 【Case Overview】 ■ Background of Implementation - The goal was to reduce the burden on information systems personnel by outsourcing the help desk. ■ Effects of Implementation - Utilizing shared operators resulted in cost reductions. *For more details, please download the PDF or feel free to contact us.
basic information
【Help Desk Overview】 ■ Structure: Shared operators of our company ■ Hours: Weekdays 9:00 AM - 6:00 PM ■ Number of cases handled: 40 cases/month ■ Support targets: PC operations and troubles, network-related issues, internal application usage, etc. ■ Work contents ・ Reception (issue inquiry number and confirm inquiry details) ・ First response (respond based on operational manuals, FAQs, manuals, business lectures, etc.) ・ Escalation response (escalate to relevant departments and responsible persons) ・ Incident management (manage inquiries from open to close) ・ Reporting (report help desk activities in monthly reports) *For more details, please download the PDF or feel free to contact us.
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For more details, please download the PDF or feel free to contact us.
