Howdens Joinery - Service Desk

In late 2007 Pacific Computers longest standing customer, Howden Joinery Ltd, asked us to set up and operate an ITIL aligned service desk. The desk was to support a user base of around 6000 users covering 450 nationally located stores along with two factory sites and 3 head office locations. Pacific gladly took up this challenge and went about setting the desk up for a go live date of the 1st of April. To date the Service Desk now provide support to over 600 depots and are the first point of contact for a user base of over 10,000 employees.

Capacity and Infrastructure On an average day the Service Desk can take anywhere between 200-300 calls split across the team, this of course is excluding any P1 incidents.

Capacity and Infrastructure

On an average day the Service Desk can take anywhere between 200-300 calls split across the team, this of course is excluding any P1 incidents.

Flexibility of Application The Service Desk provide support for a large range of systems and technologies. An average day can see the team setting up new accounts, installing and configuring software, setting up network printers and print servers, recreating Windows profiles, troubleshooting DSL faults and much much more.

Flexibility of Application

The Service Desk provide support for a large range of systems and technologies. An average day can see the team setting up new accounts, installing and configuring software, setting up network printers and print servers, recreating Windows profiles, troubleshooting DSL faults and much much more.

Maintaining Service Levels The Service Desk do not like the idea of abandoned calls so a system was implemented to guarantee a call back within the hour to every customer that did not manage to reach through to the team during busy periods.

Maintaining Service Levels

The Service Desk do not like the idea of abandoned calls so a system was implemented to guarantee a call back within the hour to every customer that did not manage to reach through to the team during busy periods.

Growth and Improvement Over the years as Howdens have introduced new technologies and systems, the Service Desk’s knowledge base has grown considerably. The team are able to fix up to 60% of incoming calls on a monthly basis and on a monthly basis the total call volume can range anywhere between 4000 to 7000 calls.

Growth and Improvement

Over the years as Howdens have introduced new technologies and systems, the Service Desk’s knowledge base has grown considerably. The team are able to fix up to 60% of incoming calls on a monthly basis and on a monthly basis the total call volume can range anywhere between 4000 to 7000 calls.

Interviews for the 4 technicians and 1 team leader started in earnest and by the 3rd of March a team was assembled and standing in the reception of Pacific Computers, eager to get started. As Howdens grew the requirement of technicians on the desk increased, as a result there are now 7 Service Desk Technicians, 1 Senior Technician and 1 Service Desk Leader.

The lead up to the go live date consisted of training conducted by members of Howdens service delivery team, 2nd line support teams and consultants. This was wide ranging and covered training on Howdens bespoke systems, the tools we would use to support the user base such as remote control, the call logging system and the basic reset tools. We also discussed with the 2nd line teams the information they would need to fix any calls we were unable to.

After completing all training and tests we were all very eager to go live and put our training into practice and become the new Howdens Service Desk. The day finally arrived and everyone was gathered around in anticipation of our first live call and who would take it. That honour fell to Damon Hope and I think he would admit that he was a bag of nerves during that call. Fast forward 9 years and although the size of the Howdens’ company has substantially increased, we’re still offering a great managed service... just with a slightly bigger Service Desk.

ServicesTom Sinclair