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Revitalise the service desk

Case Study: The Treasury

Workshopped critical processes such as major incident management with key staff.

What we did

  • Workshopped critical processes such as major incident management with key staff;
  • Defined staff roles and responsibilities;
  • Developed a career path guide along with training and development plans for each Service Desk team member; and
  • Designed user friendly artefacts including a variety of posters, booklets and prioritisation matrices to enable efficient and effective handling of Service Desk incidents.

The result

  • The morale of The Treasury Service Desk was boosted through supported cultural change and desired performance improvements.
  • The organisation was better prepared to handle incidents, by having an agreed processes with documentation that could be readily used in the case of incidents.
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