IT services director says he wants 80% of problems solved first time

DSGi to improve helpdesk

DSGi is expecting to cut the number of calls to its IT helpdesk by up to 15 per cent this year.

According to Retail Week, the IT and electronics group has implemented a strategy to prevent problems occurring, following a simplifications in the way it handles incidents.

DSGi, which reportedly receives around 14,000 calls to its helpdesk every four weeks, expects the number of problems reported to its support staff by 10 to 15 per cent.

Stuart Freer, DSGi’s IT services director, told Retail Week that CA’s Service Desk manager system, which was adopted by the group across the UK and Ireland in September 2009, was helping to prevent problems occurring.

He added that his aim was for at least 80 per cent of calls to the group’s helpdesk to be resolved first time, compared to the current figure of 60 to 70 per cent.

“What I’m trying to do is put in place a set of robust processes to support us as we change our systems and business processes,” he said, adding that over 150 system changes were being made each week.

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