Personalising our support service

Hi, I’m Cate, and I work on the service desk.

At Hackney we are constantly working to improve the way we support our colleagues. Over the last couple of years we’ve been changing the way our users contact us and now the majority of calls are logged online, rather than over the phone.

This has provided our support teams with the opportunity to innovate and look at new ways that we can interact with our users – making our support more personal and responsive. We started this with drop-in support workshops, where users could speak with people from across ICT and get advice and support. And we’ve now extended on that, holding regular ‘pop up’ clinics at buildings across the Council’s campus on a weekly basis, providing support and advice as well as quickly swapping out basic equipment which users might not have had time to report to us as faulty. In the last few weeks we’ve also started to offer bookable appointments, making it possible for users to book a 15 minute slot to speak with one of our team to get help with issues they’re having or to ask for general advice on the systems they use.

These changes have proven to be very popular with our users and we’re now looking to expand these services to include more specialised advice and support from other support teams across the ICT team.

We have found that this more personal approach not only benefits our users but also gives our staff a better understanding of the daily challenges faced by users across the Council’s services. Another benefit is giving more variety to the work our support teams do and regular face-to-face contact which helps broadens their knowledge and experience.

We are continuing to look for interesting ways that we can further improve the support we provide for our colleagues, and are now looking at introducing web chat and mobile-friendly access to our service as our next developments. We’d love to hear from support teams elsewhere to hear your ideas and see whether we could look to include those in our future changes. Do please get in touch!

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