The first episode in the documentary series The Service Desk Inspector, featuring Mirus IT Solutions has now been released. It is entitled ‘Uncovering the truth’ and involved an experienced member of the ITSMTV team spending time at Mirus to understand our business, our processes and the challenges we face in order the achieve the internal targets that we’ve set for ourselves.
The ‘Service Desk Inspector’, Barclay Rae, spent time will the key stakeholders, including Paul Tomlinson our Managing Director and some the Senior Management from the Service Desk, to understand how our business is structured, the processes that involves support tickets, and how our customers feel about the service delivered. The aim is to identify areas where we are not delivering the right service to customers, areas for improvement and creating a plan for resolving these areas over the coming months.
Paul Tomlinson, Managing Director, added “I was really keen to be involved in this documentary series to get some external feedback as to how we are performing and how we might do things slightly differently to enhance the service that is being delivered to our clients. Whilst some may have been cautious to do something like this I can only see positive outcomes in improved service delivery, improved communications with clients and internally between the different teams, improved management of projects we undertake and problem management. I look forward to working with the ‘Inspector’ over the coming months and working with him to implement the changes that are recommended”.
As Mirus are a growing company, we want to maintain our core values and excellent customer service record. Our ultimate goal is to provide the best Proactive IT Support to our customers, working with Barclay will be a fantastic opportunity to have someone outside of Mirus give us their feedback on how we support customers. This coupled with the feedback we get from our customers will ensure that we continue to provide a great service, but identify areas that need improvement.
Our Service Addiction commitment is just that, we are a service focused IT company and we strive to give our customers only the very best.
To view the full video please click on the link below.
Watch The Service Desk Inspector Episode One: Setting the Challenges