D2D IT Services successfully helped a client significantly improve their service quality and user experience by overhauling their Help Desk operations center—delivering results in just eight weeks.

Customer Overview

The client was facing significant challenges with their existing help desk and IT support services. The support model was outdated, service quality had deteriorated, and costs were escalating without delivering value. They needed a solution that could transform their operations, optimize support, and deliver a better experience for their end users.

Problem

• Ineffective support from the previous service provider.
• Poor reputation due to unresolved issues and long wait times.
• Excessive costs for substandard service.

Action Plan

1. Complete Transformation of the Support Model:
   • Redesigned the support structure to align with HDI standards and ITIL best practices.
   • Implemented a shared service model, integrating Level 1 (Help Desk) and Level 2 (Deskside & NOC) support for comprehensive coverage.
2. Technology Upgrades:
   • Deployed new tools and systems to reduce call volume and enhance data analytics.
   • Introduced omnichannel support options, including phone, email, chat, and an online portal.
3. 24/7 Help Desk and NOC Integration:
   • Implemented a 24×7 Help Desk with process and tool integration into the Network Operations Center (NOC) for real-time issue resolution and proactive monitoring.

Results

• Rapid Deployment: Implemented the new Help Desk service in just eight weeks, ensuring a smooth transition with zero disruptions.
• Improved User Satisfaction: Achieved a Customer Satisfaction (CSAT) score of 4.8 out of 5.0 and a First Call Resolution (FCR) rate of 90%.
• Enhanced Knowledge Base: Developed a robust knowledge base, reducing Average Handle Time (AHT) and increasing efficiency.
• Proactive Monitoring: Integrated NOC application monitoring with the Service Desk, allowing real-time anomaly detection and faster incident resolution.

Conclusion

D2D IT Services successfully transformed the client’s outdated support structure into a modern, high-performing Help Desk operation, delivering significant improvements in service quality, efficiency, and user satisfaction—all within just eight weeks. By implementing an HDI and ITIL-aligned support model, integrating 24/7 Help Desk and NOC services, and deploying advanced tools for proactive monitoring, we resolved long-standing issues, reduced costs, and elevated the overall user experience.