News 8 January 2020

Fabric IT: Service Desk 2019 Review

Looking back over 2019, it has been another incredible year here at Fabric IT

Adam Gorton, Service Delivery Manager, Fabric IT

We have continued to grow as a business and have also put a tremendous amount of resource into improving our systems to allow our staff to support customers the best they possibly can.

Our Service Level Agreements (SLA’s) throughout the year have been consistently high, which has been backed up by some excellent feedback from our customers. All feedback we receive is passed on to the team and used to see if we can either improve on a process or pass on some well deserved praise.

December Service Desk Stats

We have had Ryan join the service desk team, which has been a great addition to our already superb team. We have had a significant rise in tickets this year due to our continued growth, and the service desk engineers have worked hard to keep our customers happy and quite often gone above and beyond to get the job completed.

There’s been a range of tickets in 2019, especially with Windows 7 coming to end of life. This has been a big part of the last few months. Also, we are seeing more and more customers moving to Office 365 and Azure services which continue to grow as Microsoft roll out more features.

Are you prepared for Windows 7 end of life? Windows 7 will no longer be supported by Microsoft from January 14th, 2020! Read more in my blog post here.

Service desk working photoAt Fabric IT, we’ve put changes in place to further improve communications for customers and streamline workflows using the latest technologies. This included development to internal systems like Dynamics 365. Customers and employees have adapted to these updates and we’ve had some great ideas about how we can keep developing them to make them even better.

I am looking forward to the next 12 months and working more with the Fabric team to deliver more excellent service to our customers.

Adam Gorton, Service Delivery Manager, Fabric IT

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