Effective management of IT Services is heavily reliant on the quality of
personnel employed by the organisation to ensure effective support of the
business. For many years the IT Service Management industry has acknowledged
that success is maximised through a combination of good people, process and
technology. Moving into the next era of service management, these elements need
to be performing together at optimum levels to satisfy the increasing business
demands being placed upon IT.
At Pink Elephant we have worked with organisations for over twenty years,
educating and providing advice to customers on how to best approach the
organisational change that is required to transform from a techno-centric
culture to one which is service driven. A cornerstone for many success stories
has been the implementation or improvement of the first line, single point of
contact service desk, the window through which the business views IT and
primarily where it also forms its judgement of the services offered. As the main
portal through which the internal customer builds their impression of the
quality of IT Services, it is imperative to employ the right personnel and to
effectively manage the expectations of your customers. There have been many
technological advances, an increase in formal process adoption and a
formalisation of the roles within the IT Services environment, however, it is
still true that great service from a great service desk will help to build
credibility for the IT organisation and enhance the relationship with the
business.
So What Is The Problem?
Time and time again we see that many large, complex organisations outsource
HR and recruitment of IT staff to agencies. In principle, like any non-core
business function this makes sense. It removes the time and cost of recruiting
people into the right roles, the headache of advertising, sorting through
applications, lengthy and time consuming interview and selection process. It is
understandable.
The problem with using agencies is that they have the facilities to promote
the vacancies and to draw a large number of applicants. They then perform a
matching service of key words to requirements. What we see is a lack of
understanding of what is required with regards to the qualifications, skills and
experience in service management, and specifically support.
Continuous Improvement Of Your IT Support Facility
Apart from anything else, high quality support significantly improves
internal satisfaction and business performance. Pink Elephant excel in this area
and, because of the calibre of people we employ and train, we always work to
continuously improve the service provided.
Fast and effective management of Incidents, Service Requests, Alerts and
Alarms, whatever the scope of the desk, we are always on the lookout for how a
service can be improved, and if customer support is an area of concern, or even
if you just have that uneasy feeling that there is a scope for improvement, you
should probably be talking to us. You might want us to manage and staff an
entire help desk, or you might just need some consultancy to make those
incremental improvements, it depends on the transformation strategy you have
decided on. Resourcing manpower demanding support functions has never been so
simple. You can elect to use one, or a number of our Support Analysts to
supplement your own team or you can choose a fully Managed Service…
Specialist Service Provider
|
|
Pink Elephant have 20 years’ experience as an IT Service Provider, and I
would like to emphasis ‘Service Provider’. We have not moved from product
supplier to service supplier – our whole culture and company ethos has been
built around service provisions. This is key when choosing a supplier who will
assist you in becoming a top class provider of IT services. Pink Elephant was
founded in the Netherlands in 1979 and with offices in the UK, Canada, Australia
and the USA, is now a world-wide IT Service Management provider.
So what do we bring to this table? Twenty years of working in the same, niche
industry space, a network of employees, past and present, associates, industry
contacts and customers who understand what IT Service Management is about and
have experienced implementation journeys. Combine this with our experience and
the toolkits we have developed to support our own consulting assignments over
the years and you will see why a Pink Elephant resource comes ‘armed’ with much
more than a tasty CV.
|
We have a repository of information and tools to enable our resources to
deliver the best efforts possible. If you resource through Pink Elephant you
will be guaranteed a level of service not offered by any freelance or contract
personnel. This gives you the distinct advantage of always having the cover you
need. Sick, holiday and shift patterns are calculated into the number of hours
cover required.
Staff Development Process
We have reached our current position, firstly because of our thorough
understanding of the processes needed to provide world-class IT services, and
secondly through our commitment to providing the best people for our clients
projects. Over the past 20 years we have refined our recruitment, selection and
education processes to provide resources with a mix of technical, people,
process, project and business management skills. This means we can offer staff
for a wide range of IT support roles.
Specialist Support
Our Service Management analysts and consultants are ITIL® qualified and
capable of undertaking a process maturity analysis of your IT Infrastructure.
With expertise in one or more Service Management processes, a Service Management
Analyst can deliver on a day-to-day basis key Service Management roles such as
Problem Analyst, Problem Manager, Service Desk Manager, Change Analyst, Change
Manager etc.
Technical Support
We supply personnel who can provide Service Desk Support from non- technical
‘log-and-go’ call management and resolution through to advanced Desktop Support
across a variety of environments. Experienced service professionals can provide
technical expertise on leading platforms, hardware, software and networks.
Additionally we can resource full project management, leadership and support
roles for specialist programmes such as Migration projects and ‘trouble
shooting’.
Support Management Roles
Our section and team leaders are skilled in management disciplines and
project management. All Senior Support Analysts have achieved, as a minimum, the
ISEB’s Foundation Certificate in IT Service Management and are highly familiar
with highly pressurised service environments. Whether on a long term or interim
basis we can provide you with Helpdesk Managers, Operations Managers and high
quality team and shift leaders.
Multi-Lingual Capabilities
If you find that you require not only personnel who are customer focused and
technically competent, but who are also linguists, we can provide you with a top
quality support personnel. We have previously supplied a number of clients where
the requirement was for tri-linguists, providing 24/7 cover to a global customer
base.
If you feel your organisation could benefit from our resourcing services for
IT Support, please contact our office on +44 (0) 118 903 6824, alternatively
email your enquiry through to us at info.europe@pinkelephant.com