Our Technical Support Team are now ITIL 4 qualified
Article Published - 25/11/2019
As part of our commitment to provide customers with industry-leading support on any technical queries, we’re delighted to announce that our Technical Support team has recently passed the challenging ITIL certification.
ITIL 4 means high-quality support for Jepson & Co customers
ITIL 4 is described as the leading standard in service desk management. The ITIL 4 standard means our staff are equipped with extensive skills and knowledge to resolve your query quickly and professionally.
IT Manager Alan Rebbeck said:
“Congratulations to the Technical Support team for achieving this challenging standard. Your commitment and hard work means our customers can expect reliably high-quality service from accredited professionals every time.”
ITIL particularly focuses on continuous improvement and faster quality and we are pleased to advise that we are already seeing this in action.
Building on our quality with ITIL 4
Recent figures show that we’re resolving your technical queries over 80% of the time during the first contact. With the industry-leading skills and knowledge our team have gained from ITIL, we hope to enhance this even further and have targeted ourselves to resolve 85% of your queries on first contact by Christmas.
Developing apprentices in Technical Support
We are also continuing to develop talented apprentices within the Technical Support team, recently hiring our third apprentice from Baltic Training (who we’re delighted to report awarded us Employer of the Year 2018).
Working to industry-leading standards
Developing our team members to ITIL 4 is just one area where Jepson & Co follow or are accredited to the leading industry standard. We are also a member of the Institute of Customer Service and recently received our UK Customer Satisfaction Index score for 2019. Stay tuned for some very exciting news coming soon!
Get in touch with our ITIL qualified Technical Support team
We’re here to help!
Tel: 0114 253 6568
Find out more about our accreditations
To ensure we’re continuously improving how we work with you, we have a number of accreditations or standards we work to. Find out more here: https://www.jepsonandco.com/about/industry-accreditations/