Bracknell Forest Council

Background The Council had a desire to deliver a more effective IT support to its 1,800 IT users located across different sites Customer service quality was being compromised by a low level of first-time fix and a slow response from Desktop Support, which brought caused unnecessary delays and downtime The wish was also to improve end-users perception of the IT team and overcome the lack of connection between the Service Desk and the Desktop Support team Two Co-Sourced staff were required to substitute two contractors Plan-Net's intervention Plan-Net initially provided two support people with a higher level of skills to bridge the gap between the Service Desk and the Desktop teams The engineers assisted both teams, rotating phone-based duties with time working alongside the Desktop Support team to visit customer and address their IT-related problems face-to-face Knowledge and expertise were shared with support staff from...
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