• June 16, 2021
  • by Varun Sharma

A Day in the Life of Our Enterprise Service Desk Team

A Day in the Life of Our Enterprise Service Desk Team – Featured Image

We recognize that the success of WBM depends on the hard work and dedication of our people. With that in mind, we decided to use today’s blog post to shine a light on our Enterprise Service Desk (ESD) team.

ESD team members provide round-the-clock support to our customers. They also help troubleshoot IT issues and problems with technical products or services.

Their work isn’t flashy. Team members don’t get a lot of attention, but they quietly provide the technical support that keeps our customers’ organizations up and running. We think they’re superheroes!

In 2020, our ESD employees went above and beyond to help our customers adapt to the pandemic and transition to remote work. They’ve continued their exceptional work in 2021 with consistently high net promoter scores and a satisfaction score of 96.6%.

To learn more about a day in the life of this team, we sat down with two help desk members. Paul is from our Teekay team, while Derwin works on the Transmountain/Vermillion/Enerplus team.

Here’s what they had to say about life on the help desk:

There’s never a dull moment

Our ESD experts have resolved 27,377 incidents in the last 30 days. If you do the numbers, that’s over 900 problems solved per day, including weekends.

Paul and Derwin both said they’re typically busy from the moment they log in until the end of the day. When they’re not answering calls, they’re working to resolve issues and troubleshoot problems reported by users.

Users call to request help with issues like password resets, account lock-outs, Microsoft Office problems, remote logins, mobile email, device setup, file access, server setup, printer function, and network management.

According to Derwin, some days the calls come so fast that all you can do is hold on and do your best to keep up. Other days, handling customer requests is a bit like being a detective. Team members often diagnose and resolve issues based on limited or unclear information.

Sure, busy days and challenging technical issues keep things interesting. But no matter what comes their way, the ESD team always does its best to rise to the challenge.

Coffee & music keep them going

Like many professionals, ESD members use routines and habits to keep them focused and energized. These are different for everyone, but Derwin and Paul cited coffee and music as their fuel of choice.

Derwin keeps a Nespresso machine by his desk and often enjoys a latte on his lunch break. Paul says he avoids coffee but drinks a lot of water and listens to music to help him focus while working on support tickets between calls.

To help support our hard-working team members, the ESD management team often gives out gift cards to employee favourites like Starbucks and Tim Hortons. Some managers even take the time to deliver lunch to remote help desk employees.

Want to join our team? Click here for our current job postings.

A team-based approach to technical support

No one is an expert at everything. Our ESD teams are made up of technical professionals with diverse areas of expertise. Team members support each other and work as a team to solve tough problems.

Both Paul and Derwin mentioned that they appreciate the support of their team members. If one of them doesn’t know how to solve a problem, he can send a message to his team for help. There’s almost always a quick response offering advice or assistance troubleshooting the issue.

Success = satisfied customers

For most ESD team members, including Derwin and Paul, the best part of the job is helping customers find the answers and support they need. There’s nothing better than solving a problem for a frustrated user and hearing the relief in their voice.

We use the net promoter system to measure customer satisfaction, but getting a high score isn’t the focus for our team members.

Instead, as both Derwin and Paul emphasized, our team members are motivated by providing excellent service and helping customers find long-term solutions to technical problems. If one person doesn’t know the answer, they’ll do everything they can to figure it out or find someone else who can.

With dedication like that, it’s no wonder that the Vermillion/Transmountain/Enerplus team recently recorded a month with zero detractors! In an equally impressive feat, the Teekay team achieved an average net promoter score of 98 for their first three months post-launch.

Learn more about our Enterprise Service Desk solution

We’re proud of the hard work our ESD team members put in every day and of the incredible results they achieve. If you would like to learn more about our Enterprise Service Desk solution and how it could benefit your business, schedule a consultation with one of our experts.

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Varun Sharma

Varun Sharma

As one of WBM’s Subject Matter Experts in Service Desk delivery and execution, Varun Sharma has over a decade of experience in delivering exceptional results-driven customer satisfaction. Varun thrives in the analysis of numbers, data, and information. However, he is best known for his passion about continuous improvement, his determination in finding efficiencies to help make his teams successful, and his dedication to his team, partners, and co-workers.

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