Y&L Consulting takes a unique approach to Help Desk/Service Desk solutions. For the clients we serve in this capacity, we have created customized onsite/off-site and offshore combinations. Based upon our experience, we are able to create “boutique” help desks that completely meet the needs of our clients.
The Right Fit For Your Company
Many of our competitors operate stand-alone Help Desk configuration centers and simply “make room” for your employees’ calls by carving out a set number of operators. These operators generally open tickets and then forward them to designees within your company with very little to no follow-up afterward. Not capable of anything beyond simple password resets, your outsourced Help Desk becomes a “No-Help Desk”, according to your employees.
Instead of following this model, we create onsite, well-staffed, micro-help desks. Each site has an experienced help desk manager who is well versed in creating and managing agreed upon Service Level Agreements and Metrics. We then staff your help desk with individuals who can independently address Tier 1 and Tier 2 issues and work with your internal team on more strategic Tier 3 issues. To provide evening and weekend coverage, we have either U.S. citizens or individuals from one of our five offshore centers available, depending on your preferences and budget.
Here are some recent comments from NuStar Energy employees regarding some of the members of their (Y&L) Help Desk team:
"The help desk is amazing. Everyone on the business side that I have spoken to about it has nothing but great things to say about it. It’s so much better than what we had with [previous company].”
“On Thursday, I called the help desk and was pleased with Daniel Villarreal. He was able to answer my questions and take care of my needs. I know you have a lot of sharp individuals, and he is one that you can brag about.”
“It was great that I did not have to wait for a call back from the help desk. Once John got on the line and understood my issue, he took care of it immediately. Great job! Thank you!”
Some of our local help desk clients include NuStar Energy, Tesoro, SwRI, SWBC and HVHC (POS Implementation Team).
Help Desk Customized Dashboards
Y&L’s IT Infrastructure Services
Our client was looking for a way to make their IT department more approachable and valued by their employees. Taking from the success of the “Genius Bar” concept from Apple Stores, Y&L Help Desk leadership suggested creating something similar inside the client’s headquarters location. In working with the client, a space was allocated on one of the busiest floors of the office building and moderate construction ensued to erect an IT Genius Bar.
The “bar” was approximately 12 feet long and contained six stools on each side. The bar was manned by Y&L Help Desk Level 1 associates and every Monday there were fresh donuts on the bar and on every other Friday there was pizza to entice employees to approach the bar with any IT-related issues. Behind the bar were locked storage cabinets containing loaner laptops, additional keyboards, mouses (not the living kind), and other periphery items that employees may need.
Employees could approach the counter with any IT issues they were having with their laptops or desktops. For desktop issues, the Help Desk associate would follow them to their cubicle and address the issue. Otherwise, the Help Desk associate could troubleshoot laptop issues, load or reload software, add printers, reset passwords, etc. Needless to say, the Genius Bar was a huge success – and still is!
Moving On – Moving Up
Since 2001, our client began to grow independently from their parent company. They quickly outpaced their initial IT infrastructure staff, support model, and processes. Initially, the company utilized internal employees to provide help desk support for the corporate headquarters, which housed over 500 employees. This support model, however, was not sustainable nor scalable to service the needs of remote locations. The client’s attempt to use a third-party, offsite help desk support company resulted in only minimal support and little incident follow-through.
Y&L provided a customized 24x7x365 onsite help desk solution which included phone, email, and live chat support for close to 2,000 end users and 1,850 work stations globally. In addition, Y&L help desk team provided Tier 1 & 2 in-person workstation and multifunction printer support for more than 600 users and 500 workstations at our client’s headquarters. Within three months of working with the client, Y&L was able to resolve almost three times the number of incidents reported by the organization’s previous help desk provider. Prior to Y&L, it took close to 147 hours to resolve a Level 2 incident. Within a year, Y&L had Level 2 resolution time down to 38 hours.
Our client has seen a dramatic increase in end user satisfaction, a faster response time in resolving user-reported issues, and a significant support cost savings for the organization.
It’s A Team Effort
Going beyond traditional help desk support, Y&L Help Desk consultants know that it is part of their mission to uncover cost saving opportunities and process accelerators. During the course of working with one our client’s, our associates identified a significant cost-saving opportunity. When tracking down loaner cell phones, Y&L Help Desk associates discovered our client was paying over $120,000 annually in mobile services on devices that were no longer being utilized and turned that into a savings for them.
Y&L Help Desk associates have also been invited to assist with major, client-driven enterprise-level infrastructure initiatives; such as upgrading all computers to Window 7 from Windows XP and rolling out cost-reducing technology, such as desktop computer virtualization. In order to make many of these initiatives successful, Y&L and our help desk clients had to operate as one team. Y&L’s service expertise and knowledge-based collaboration continues to improve employee productivity while allowing our client’s infrastructure team to explore and implement initiatives which continue to reduce cost and increase internal satisfaction.
A Little Education – A Big Issue
During the first year of a help desk engagement at one of our newest clients, Y&L help desk analysts noted two major spikes in employee password resets. During those times, help desk associates were overwhelmed and service levels decreased. As a result, internal customer satisfaction with the internal help desk took a hit. The first spike was seen as an anomaly. However, when the second spike occurred about six months later, the analysts began looking for a trend. After a little digging, it was determined by the analysts the password resets were requested for accessing online training modules.
These training modules were required by the company for employees to take every six months in regard to safety, harassment, work environment ergonomics, working as a team, etc. Most employees never wrote-down their passwords to access this application or remembered them. Y&L Help Desk management worked with the client’s IT department to add an automated password reset feature to the training application and thereby eliminated the bi-annual spikes for password resets and returned customer satisfaction to normal levels during those periods going forward.