PROVIDING SERVICE DESK SUPPORT TO NATIONAL AND INTERNATIONAL CUSTOMERS
ABOUT
Florida Virtual Schools (FLVS) is an online school dedicated to personalized learning. Whether you live in Florida or beyond, you can access more than 190 courses, from algebra to AP Art History and everything in between. Their courses are real – just like the certified teachers who teach them. Public, private, and homeschool students from kindergarten through 12th grade use FLVS courses to succeed on their own time and schedules.
CHALLENGE
FLVS needed service desk support for 2000 faculty and administrative personnel, in addition to over 200,000 student and parent users. The students are located in almost every state in the U.S. and several dozen foreign countries. The service desk required 14 hour per day support on weekdays and 8 hour per day on weekends, 365 days per year to cover the worldwide time differences for every student. Students use their own computing devices, requiring the service desk analysts to support any computer or tablet type and possess a broad familiarity with many operating system types and levels.
SOLUTION
Titan Technologies service desk analysts manage approximately 160,000 calls/requests per year. Customer specific training is provided to analysts by the customer team lead or delegate. In addition to the ongoing and extensive technical training, analysts are continuously provided training in soft skills to ensure professional, courteous and first class customer service. Once trained, analysts must pass a comprehensive skills assessment to ensure understanding of the customer specific support processes and technical requirements prior to taking calls. Each analyst is assigned a mentor who works closely with the analyst before, during and after they are fully trained to ensure they are ready to be in the live environment. Analysts are also given access to an expansive online Knowledge Base that can be easily accessed when responding to customer requests. Regular monitoring and quality assurance reviews are done to ensure objectives are being met and that training and mentoring is successful.
RESULTS
The service desk is ISO/IEC 20000 and ITIL compliant. For student systems, our service desk analysts are not allowed to use remote diagnostic and remediation tools to speed the resolution of issues, yet, the first contact resolution service level metric averages 99%. Titan Technologies consistently exceeds customer satisfaction rate, abandoned before answer, first contact resolution and re-opened incidents SLAs, year over year.
