© Bruton Consultancy. All Rights Reserved.  Privacy Policy

All trademarks are the property of their respective owners

Last updated April 2012

• Do you wish your first line and second line could work together more productively?

• Got some unhelpful attitudes among second and third line technicians, like “I don’t have to answer the phone any more”?

• Find that closed calls are not properly documented?

• Do some calls take too long to fix?

• Wish your second line technicians could better understand the service imperative?

• Wish your network technicians could be more ‘customer aware’?

• Find that some calls are not properly logged?

• Have to call the user to verify information that should have been gathered at first line?

• Feel that more calls could be fixed at first line if the right questions were asked?

• A one-day, structured workshop at your premises, between representatives of your IT support functions, to sort out the working relationship between the various ‘lines’ of support.

• Who is responsible for what, how best to cooperate, who needs what from whom.

• Designed, led, facilitated and moderated by Noel Bruton, a leading expert in IT user support, experienced trainer.

• Preceded by data gathering, crucial information for the workshop.

• Attendees minute proceedings and decide future actions.

• Followed up with summary report in bullet-point format.

Phone UK 01559 370270 for details

* England/Wales pricing.

Other areas, call for details.