{"id":3400,"date":"2019-05-27T08:20:47","date_gmt":"2019-05-27T07:20:47","guid":{"rendered":"https:\/\/ngx273.inmotionhosting.com\/~n7432d5\/news\/?p=3400"},"modified":"2020-11-19T16:57:43","modified_gmt":"2020-11-19T16:57:43","slug":"practices-of-high-performing-service-desks-how-to-find-the-best-it-support-for-your-hotel","status":"publish","type":"post","link":"https:\/\/cardonet.com\/news\/practices-of-high-performing-service-desks-how-to-find-the-best-it-support-for-your-hotel\/","title":{"rendered":"Practices of High-Performing Service Desks: How to find the best IT Support for your Hotel"},"content":{"rendered":"\n

When your hotel runs into IT issues, you want to ensure that your hotel’s IT Support partner<\/strong><\/a> will resolve the issues as quickly and efficiently as possible. One of the best indicators of a company\u2019s reliability is how their service desk runs. In this article I will discuss the Key Performance Indicators (KPIs) and other important characteristics that you should expect your IT Support to practice. <\/p>\n\n\n\n

Time to Respond<\/h3>\n\n\n\n

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nTime\nto respond is the time it takes between a customer making a request and an\nengineer opening a ticket. This is a critical metric in measuring the\neffectiveness of a service desk; you want to know that your IT Support is quick\nto pick up your issues, even if it will take a while to find a complete resolution.\nIt shows that you, as a customer, are important and that solving your problems is\ntheir number one priority. A customer should be able to view their request\nstatus and see when a ticket has been opened and is in progress. A high\nperforming service desk will communicate effectively with you and keep you\ninformed.\n\n\n\n<\/p>\n\n\n\n

Time to Resolution<\/h3>\n\n\n\n

Whilst time to first response is important, if it takes an\nunreasonably long time to find a resolution to the problem, that metric is\nnegated. After all, the most important thing to you is that the problem is\nsolved as quickly and efficiently as possible. Time to resolution is, of\ncourse, the time it takes for the problem to be completely resolved. Although\nthis is usually straight forward, it can sometimes be difficult to measure, for\nexample, if an issue requires further input from a customer or third party. Ultimately,\nif a company\u2019s metrics show that they are consistently taking a long time to\nsolve uncomplicated issues, it is a clear sign that their service desk is not\nperforming at a high level. <\/p>\n\n\n\n

Process<\/h3>\n\n\n\n

Following on from time to resolution is process. Although\nnot a measurable KPI, a service desk with an established process will usually\nhave a shorter time to resolution. A competent help desk will have processes in\nplace to ensure that tickets are directed to the appropriate people, and if the\nfirst line engineer is unable to solve the problem, that it is escalated. It\nwill have a system in place for out of hours emergencies and will ensure that\nyour IT issues are resolved as quickly as possible so you can continue running\nyour business. <\/p>\n\n\n\n

Service Desk Tools<\/h3>\n\n\n\n

A high performing service desk will have invested in tools\nwhich are designed to save time, help them with organisation and create a more\nprofessional environment. At a basic level, they will have a ticketing system\nwhich will allow you to report issues and follow the status of that issue until\nit is resolved. They will have a database with your company information so that\nyou don\u2019t find yourself repeating everything to every engineer you speak to.\nThese tools are imperative to any service desk so if you are dealing with a\nteam who don\u2019t seem to have these, you should question their competence.  <\/p>\n\n\n\n

Technical Skills<\/h3>\n\n\n\n

Although you can\u2019t expect every issue to be resolved over a five-minute phone call, there are some problems which do not require a complicated process. You should be confident that the engineers you\u2019re dealing with have a basic level of skill and can solve simple issues without having to ask their supervisors. It almost goes without saying, but the importance of continuous training and certification can\u2019t be stressed enough. Your service desk needs to be able to work with the technology you have and they should be able to solve your problems without stumbling on basic points, such as interpreting reports. <\/p>\n\n\n\n

Focus on Customer Service<\/h3>\n\n\n\n

As a customer you should feel valued and taken seriously.\nYou want to know that your service desk has your best interests at heart and\nthat resolving your issues is their priority. The engineers you speak to should\nbe polite and have a pleasant telephone manner. They should explain things to\nyou without using too much jargon which can be confusing. All of these things\nseem so obvious, but if a service desk falls short on any of these, the\nlikelihood is that you won\u2019t feel comfortable working with them. Customer\nservice is about going the extra mile without being asked and having genuine\ncare and concern.<\/p>\n\n\n\n

Feedback<\/h3>\n\n\n\n

Finally, an indicator of the accomplishments of a service\ndesk is the feedback from previous customers. If businesses similar to yours\nhave used the service desk and were happy with the service they got, you can\nusually assume that you too will have a positive experience. If the company\nspecialises in a certain area, like hotels, then they usually will have seen\nsimilar problems to yours before and they should be experienced in solving\nthem. Whilst one or two negative reviews doesn\u2019t necessarily mean the service\ndesk is inadequate, if there are consistent negative reviews picking up on\nrecurring problems, they might not be the appropriate service desk for you.<\/p>\n\n\n\n

Cardonet\u2019s service desk engineers are available 24\/7 to assist you with your hotel IT challenges<\/a><\/strong>. With 20 years\u2019 experience in the hospitality field and engineering bases in the United Kingdom, Europe and Southern California, we are ready to assist and ensure your hotel infrastructure is running smoothly 24\/7. <\/p>\n\n\n\n

If you are spending too much time dealing with\nhotel technology issues and if those issues are affecting your guest\nexperience, call us on <\/strong>+44 203 034 2244<\/strong><\/a> or <\/strong>+1 323 984 8908<\/strong><\/a> Alternately, you can <\/strong>contact us online<\/strong><\/a>. We will be happy to help you overcome your hotel IT challenges so that\nyou can improve your guest experience and set your hotel apart in what is a\ncompetitive landscape.<\/strong><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

When your hotel runs into IT issues, you want to ensure that your hotel’s IT Support partner will resolve the issues as quickly and efficiently as possible. One of the best indicators of a company\u2019s reliability is how their service desk runs. In this article I will discuss the Key Performance Indicators (KPIs) and other<\/p>\n","protected":false},"author":4,"featured_media":4126,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[517],"tags":[604,554,605,553],"class_list":["post-3400","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-support","tag-hotel-it-services","tag-hotel-it-solutions","tag-hotel-it-support","tag-hotel-technology"],"yoast_head":"\nHigh-Performing Service Desks: Finding the Best IT Support for your Hotel<\/title>\n<meta name=\"description\" content=\"When your hotel runs into IT issues, you want to ensure that your hotel's IT Support partner will resolve the issues quickly and efficiently.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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