Hi, My Company delivers 1.st line support to a larger company. We deliver support within IT, but also HR, Facility Management etc. All areas have been implemented according to ITIL/service management.
We are currently struggling with high IT volumes and low resolution rate at first line. Hardware issues, where you would need a technician on-site, are one area which produce high volume with low resolution at 1.line. (On-site technicians considered to be 2.line).
I’m trying to think out of the box when it comes to resolution rates and volumes. Do you have any comments to defining personal equipment like pc and monitor as facilities, and by doing so be able to move the volume, and the none-resolvable cases to an area without the same strict targets?
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