Facing upwards of 220 calls per day, the IT Service Desk at international law firm DAC Beachcroft had a challenge on its hands: managing incoming call demand plus workload generated through other channels.
Experiencing long delays in contacting the Service Desk, colleagues resorted to other channels, resulting in delays and a developing backlog of work. The team answered fewer than half their call demand inside the desired timescales, and nearly 1500 jobs existed in the overdue queue of work.
Leaders implemented various strategies, including using additional resources and revising priorities, but with limited success. They required a longer-term, more sustainable solution.