At the helpdesk level, guaranteeing quality interaction
Posted 2 Years ago
The National Health Laboratory has entrusted the management of its helpdesk to ABAKUS IT-SOLUTIONS.
The service provider and the public institution are working closely together to improve the responses provided to users, to guarantee everyone's satisfaction.
Today, the helpdesk remains the main interface between the "business" teams and IT support. The National Health Laboratory has entrusted the management of its helpdesk to ABAKUS IT-SOLUTIONS. The service provider and the public institution work closely together to improve the responses provided to users, to guarantee everyone's satisfaction.
For several years, the National Health Laboratory has outsourced its IT helpdesk to ABAKUS IT-SOLUTIONS. A total of 4 employees of the IT service company are responsible for supporting the 400 employees who work in the public institution, across 6 departments, with regard to various IT problems. The management of the helpdesk in a laboratory like ours is not dissimilar to that of any other organisation," explains Yannick Kirschhoffer, CIO of the LNS. The subtlety lies in the fact that our six departments operate independently of each other. One of the few things they have in common is the IT or administrative support service. For the helpdesk teams, this means being able to be very flexible and having the capacity to intervene on a wide variety of components, specific to each laboratory. Mastery of the different national languages is also a major asset, facilitating communication between the support and the teams.
The human element is essential
For the CIO of the National Health Laboratory, the human dimension of a helpdesk is essential to guarantee user satisfaction. The helpdesk is often the only interface between users and the IT department. "Everyone, sooner or later, has to interact with the helpdesk. If the contact is not good, the general perception of the organisation and more particularly of the IT department may turn out to be negative," he continues. You have to be particularly careful that interactions are qualitative as well as ensuring effective responses to every request. To meet LNS's expectations, ABAKUS IT-SOLUTIONS mobilised senior skills, which can be expressed in French, German and English.
Better performance evaluation
ABAKUS IT-SOLUTIONS employees, integrated into the LNS IT teams, are responsible for managing level 1 and 2 support and monitoring the processing of each request. One of the challenges for the future is to better evaluate user satisfaction with the support service by implementing performance indicators," explains Yannick Kirschhoffer. Measuring the perception that users have of the support service and, more generally, of the IT team should be a lever for improvement. It's a good way to evaluate yourself and you shouldn't be afraid of it. For the CIO, if there is a lot of talk about the Agile method in terms of development and implementation of solutions, its principles can also be applied to the organisation. "One of the challenges is to be part of a continuous improvement process, to make the support offer evolve by taking better account of users' expectations. This requires flexibility and adaptation.
Developing skills
ABAKUS IT-SOLUTIONS intends to support the public institution in this process, in particular through the coaching of its team members. With LNS, as with our other clients, we seek to maintain the best possible collaboration," comments Philippe Houssier, Partner Sales & Business Development at ABAKUS IT-SOLUTIONS. Together we regularly evaluate the ways in which we can improve the service, to increase the skills of our teams and to develop the procedures. The integration of new technologies, such as automation, is also an avenue to explore to improve support. The aim is for us to evolve together.
From a reactive to a proactive approach
The LNS is considering several ways to improve the support service. The first is to standardise procedures, starting with a better categorisation of requests. On the one hand, this approach should allow more requests to be processed directly by level 1 and, on the other, facilitate the automation of certain requests," explains Yannick Kirschhoffer.
In this way we can offer a more direct service to the user. Beyond that, the aim is to move support, which is currently very reactive, towards more proactivity. The aim is to be able to identify an incident before the user does and even, ideally, to prevent it.
Together, ABAKUS IT-SOLUTIONS and LNS are therefore working to improve the support service, transforming a job that is essential to the smooth running of the public institution.
