Student projects
- Introduction
- Service desk calls and process analyses
- Treasury proces analyse
- Business Intelligence Competence Centre
- IT Costing
- Contact
Service desk calls and process analyses
ING Lease holding has its own central service desk (CSD) in place that provides 1e line support to the whole Lease organisation. This means that this CSD receives a large quantity of different kinds of requests from all over Europe. The service delivery is OK at the moment, but there is always room for improvement.
The aim of this project is to analyse the requests the CSD is confronted with and try to define improvements and alternative ways of working. In-depth analysis of the different kinds of calls, definition of FAQ’s, reallocation of service requests, standardisation of request forms, define reports that provide insight in the performance of the process, etc.
Do you have the same service orientation as our CSD-members and are you able to analyse the different calls to find out possible improvements, please contact the CIO responsible for the Corporate ICT of ING Lease.