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DIGITISING IT SUPPORT

Hays

DIGITISING IT SUPPORT

Hays drives greater employee productivity with Next Generation Service Desk 


Driving greater employee productivity with Next Generation Service Desk

Revenue generation at Hays is dependent on the productivity of its sales consultants. With the majority of IT support still telephone-based, Hays wanted to provide employees with a broader choice of engagement channels. 

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NGSD has streamlined the support experience for our staff, freeing them up to focus on their day job. It has opened up new engagement channels, providing staff with not only greater choice but also better outcomes.

Simon Gerhardt, IT Production Services Director at Hays
 

Objectives

  • Maximise productivity and revenue generation
  • Provide rapid response to users’ IT queries and issues
  • Offer wider choice of engagement channels for IT support 







 

Digitised, user-centric IT support services

With Computacenter’s Next Generation Service Desk (NGSD), Hays users in 21 countries can choose from a range of digitised support features – from logging incidents and initiating online chats to searching knowledge articles.

Download the full case study here.

Outcome

  • 60 per cent of IT support transactions happen online
  • Drives greater staff retention and satisfaction
  • Supports profitable growth 







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