Howdens Service Desk Case Study
In late 2007 Pacific computers longest standing customer, Howdens Kitchens, asked us to set up and operate a an ITIL aligned service desk
The desk was to support a user base of around 6000 users covering 450 nationally located stores along with two factory sites and 3 head office locations.
Pacific gladly took up this challenge and went about setting the desk up for a go live date of the 1st of April. Interviews for the 4 technicians and team leader started in Ernest and by the 3rd of March a team was assembled and standing in the reception of Pacific computers, eager to get started.
The month or March consisted of training which was conducted my members of galiform’s service delivery team, 2nd line support teams and consultants, this was wide ranging and covered training on Howdens bespoke systems, the tools we will use to support the user base such as remote control, the logging system and the basic reset tools. We also discussed with the 2nd line teams the information they would need to fix any calls we where unable to.
By the end of the month we where all very eager to go live and put our training into practice and become the new Howdens service desk the day finally arrived and everyone was gathered around in anticipation of our first live call and who would take it, that honour fell to Damon hope and I think he would admit that he was a bag of nerves during that call. Fast forward two years and although some of the personnel have changed but the level of service has remained the
same.
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