GBS_Annual_Report2018_V12.1_SCREEN

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Glanbia Business Services 2018 Update Global Service Service Desk Desk Who and what do we support? All Glanbia IT users Services we support: 500+ Users we support: 6,500+ Computers (laptops and desktops) we support: 4,500+ Mobile devices supported: 2,500+ How do we provide support? We have a 24/7 Global Service Desk with 35 people across multiple regions — EMEA, NA and AsPAC. We are the single first point of contact for all IT issues and requests. We provide technical support, user administration, corporate support and IT assistance for projects. We do this with a multi-channel model. We give our users the flexibility to choose between selfservice, phone, email, IM or the IT Tech Hub to obtain IT support. By Mary Kearney Global Service Desk Manager
Glanbia Business Services 2018 Update Always available to provide support for all Glanbia Users’ I.T. needs. Facts & Figures User Administration Total number of contacts to the Service Desk in 2017: 121,464. 33% of these contacts had their issues resolved on the same day. Total number of Phone calls received in 2017: 38,488. Average time it takes for the Service Desk to answer the phone: less than 30 seconds We provide every employee with a unique user ID for access to their applications and IT services. We process every IT access account for Glanbia; this includes every person who joins, leaves or moves within Glanbia. In 2017 the User Administration function processed 2,307 new accounts, removed access for 1,687 accounts, and transferred access for 1,361 accounts Customer satisfaction as measured through our survey: average 95% Service Excellence We benchmark the Global Service Desk against industry standards. We are members of the Customer Contact Management Association of Ireland and the Help Desk Institute in the U.S.; recognised at industry level for our standard of service. 29
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