Service Desk Of The Month: ESOS

Get to know another of our brilliant members with the next of our ‘service desk of the month’ profiles.

This month we meet ESOS, one of the leading providers of payroll services in the UK.

ESOS incident

The ESOS Incident team


………………………………………………………………… The ESOS Service Request team


What types of customers do you support? What are their technical abilities and what common incidents do you receive?

We support all the branches that work under the Pertemps Network Group, our branches are recruitment agencies and our clients are recruitment consultants. Their Technical abilities vary from person to person, for instance someone who works in one of our IT recruitment branches may know more than some one who works in one of our industrial branches.

On average we log 120 different types of call each month, these range from password resets to Branch network down. Of those 120 our top 5 incidents are –

  1. Daxtra CV Searching
  2. Jobmatching (our bespoke in house software used by consultants)
  3. Citrix (Session Logged out, Resets)
  4. E-Payslips
  5. Password Resets

What’s the best part of your day?

The best part of my day is mid morning when I know we have a full team in and everyone is busy fixing the many issues that come into the desk.

What is the greatest challenge faced by your service desk?

Recently we have introduced self service portals for both Password resets and remote login codes.

Trying to get our customers to sign up, realize the benefits and use these services has proved a challenge.

If you could choose any celebrity to work on your service desk who would it be and why?

Arnold Schwarzenegger – He’d keep us motivated with his movie quotes, always gets out of any sticky situation ,he always comes back and working in IT  he’d be great as his CPU is a neural-net processor; a learning computer.

If money and resource were no issue what one thing would improve your service in 2016?

I think like many other Support Desks training/educating the customers so they can help themselves more would benefit the company as whole.

What’s the most memorable or bizarre thing you’ve heard from a customer?

Someone once called in to let us know their toilet wasn’t flushing!

What was the last thing you and your team did together outside of work?

Go Karting

What characteristics within your team make it stand out from the crowd?

We are all very well humoured and down to earth and look on the bright side of everything, which sometimes proves difficult with the amount of calls that come in.

What one achievement (of the service desk) are you most proud of and why?

We have rolled out a few new systems lately and this has proved a very testing period for us all, I’m really proud how the team pulled together and still maintained the high level of customer service even when we have been under immense pressure from the customers.

Service Desk ‘quick facts’:

  • Service Desk Manager: Dean Currie
  • Business type (e.g. education, finance): Recruitment
  • Location of service desk: Meriden
  • Size of team: 16 – this is split into 2 teams; 9 answering calls, 5 processing service requests, and then there is the service desk manager and myself.
  • Days and hours of operation: The support Desk is open Monday – Friday from 0700 – 17:30  We offer an out of hours on call service that operates 17:30 – 0700 Monday Friday then 24hrs Saturday and Sunday
  • Multi-lingual? We have team members that speak fluent Punjabi, Hindi, and Mandarin
  • Number of customers supported: 1600
  • Calls received per day: 250
  • ITSM Software: BMC Footprints
  • Longest serving team member (how many years): 6 Years

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