Atkins Global increases helpdesk efficiency


Atkins Global increases helpdesk efficiency

Rebecca Thomson

Consultancy firm Atkins Global has standardised its helpdesks to reduce costs and improve efficiency.

The firm has implemented a service management strategy to enable them to apply best practice across a disparate set of helpdesks.

Atkins runs four helpdesks - three for customers and one dealing with internal IT queries. It also hosts and manages helpdesks for clients such as Barclays and Marks and Spencer.

The Help Desk Institute (HDI) provided ITIL training for 80 staff at Atkins, which helped them create a more centralised approach to service management delivery. Cost savings have been made as departments buy services and tools together instead of independently.

Central Services Manager, Jason Kirk said the four helpdesk teams had learnt from each other's best practices. He added that increased efficiencies could be passed onto their customers.

"The greatest benefit for Atkins following the implementation of HDI's strategy has been the fact that the new best practice processes have helped us to significantly reduce our time to market for bids. Rather than having to re-invent the wheel every time we put out a contract proposal, we can now send out costing proposals quickly and respond to new business opportunities in a more timely fashion thanks to a better co-ordinated system," said Kirk.

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