AUDIT COMMITTEE SUMMARY
August 23, 2018
Audit of ITSD Customer Service Desk
Report Issued June 14, 2018
Audit Objective
Determine if the Customer Services Desk is properly, effectively, and promptly responding to service requests.
Background
The ITSD Customer Services Desk provides services and support for City employees’ information technology needs. Employees may contact the Customer Services Desk in one of three ways: 1) contact their assigned Business Relationship Manager (BRM), 2) complete an online request, or 3) call the Customer Services Desk.
The Customer Services Desk is staffed with 25 full time positions and two contractor positions. The Customer Services Desk is divided into two sections, Service Coordinators and Service Desk. Eight Service Coordinators and one Supervisor are responsible for initiating work orders for any new hardware or software requests. The Service Desk includes two Leads, seven Analysts, five Technicians, two Contractors, and one Supervisor who are responsible for responding to customer issues regarding existing hardware and software, user provisioning, and vendor support.
The Customer Services Desk uses the Remedy system as the city-wide intake system for all customer IT service requests. It was designed to enhance customer service by improving communications, work order tracking, and reporting.
Audit Scope and Methodology
The audit scope was from October 1, 2015 through May 2017. We reviewed training of staff, staffing levels compared to call history, and customer feedback. In addition, we performed data analysis on the performance of the Customer Services Desk. Finally, we performed trend analysis on Remedy data to identify trends of phone calls and incidents reported to the Customer Services Desk.
Audit Conclusions
The Customer Services Desk is properly, effectively, and promptly responding to service requests. The Customer Services Desk are routing service requests to the appropriate IT Support Team. Procedures are established for addressing customer issues, monitoring performance, and customer satisfaction.
We identified opportunities administrative in nature to enhance customer service and made the following recommendations:
• Establish response time goals for common service requests
• Implement performance benchmarks and goals
• Perform data analysis to identify trends of service requests
ITSD agreed with the recommendations and developed positive action plans.