PAN PACIFIC COMPUTER CENTER, INC. 'S PROACTIVE HELP DESK AND
PARTNERSHIP WITH TOUCHPAPER LAUNCHED.
Pan Pacific Computer Center, Inc. (PPCC) officially launched its PROACTIVE HELP DESK. PPCC takes pride in successfully transforming its traditional I.T. helpdesk to a modern, proactive I.T. helpdesk - powered by Touchpaper, a leading provider of I.T. Business Management (ITBM) Tools.
September 06, 2006--Renaissance Hotel, Makati City—Pan Pacific Computer Center, Inc. formally signed a partnership agreement with Touchpaper, a leading provider of IT Business Management (ITBM) Tools.
The half-day event also served as a learning session as PPCC’s President, Mr. John Alabastro narrated the company’s journey in improving its I.T.Helpdesk set-up. He also shared the experiences and lessons learned in setting up PPCC’s Proactive I.T. Help Desk.
The Face of Change – PROACTIVE HELP DESK can help you innovate
The complex Information Technology environment and the evolving requirements of Users signal the need for a highly efficient I.T. help desk. The reality though is the help desk is oftentimes the last consideration in upgrading the I.T. infrastructure. To most I.T. Heads, as long as the phones are working properly, the staff is knowledgeable enough, and the business applications are functioning properly, then there is no need to improve the helpdesk.
Similar with other organizations, PPCC also started with the Traditional Helpdesk, a function identified as mere “order-takers”. The set-up is so fragmented that there is no single point of customer contact, there is no mechanism to escalate problems and there is no way to audit and track the progress of calls received by the desk. And common practice dictates that this unit is always the last to receive budget allocation and therefore always struggles for resources. This set-up brought about a lot of inefficiencies and customer pains for PPCC.
The need for internal improvement to increase customer satisfaction index is what drove PPCC to move from the its traditional helpdesk set-up to one that proactively answers its customers’ pains.
As part of PPCC’s Helpdesk Upgrade Roadmap, PPCC streamlined its internal procedures making the I.T. Infrastructure Library as its reference. Re-organization was also done - the helpdesk was spanned-off from the Technical Support Group to better manage and monitor the helpdesk’s performance. Helpdesk Analysts were sent to technical and soft skills training. And more importantly PPCC acquired Touchpaper Service Desk, a tool that supported its processes and newly drafted procedures and guidelines. The tool was so powerful that it allowed PPCC to integrate its backroom operations with its helpdesk operations.
Just as Mr. Alabastro shared, the upgrade did not come fast and easy for PPCC but the results of PPCC’s helpdesk upgrade not only streamlined internal processes but it actually contributed to the fulfillment of other major business strategies of the company. According to Mr. Alabastro, establishing a proactive helpdesk can actually address an organization’s key business strategies like process effectiveness and efficiency, lowered downtime, optimizing the use of key people, focus on core and critical business operations and ultimately increased customer satisfaction.
Moving to a Proactive Helpdesk means addressing the increasing demand of technical support services of its employees and external clients while focusing on its core and critical operations. To know more information about Proactive Helpdesk and how you can put up your own Proactive Service Desk, visit us at 3F Grepalife Bldg., 221 Sen Gil. Puyat Ave.., Makati City or call us at 8456358 and 8456225 or email us at info@ppcc.com.ph.
