What it costs you today
In a 1,200-employee firm IT requests arrive through 5 different channels: email to the helpdesk, the team Slack, WhatsApp to the director, a form buried in the intranet and a call to the on-call technician's mobile. The IT team never knows what to prioritise because there is no single queue, and the user never knows the status of their request, which triggers 8 to 15 repeat calls per case. The support team loses 18 to 25 hours a week reconciling duplicate tickets and answering status questions, while the real attention SLA is missed on 35% of cases without management seeing it. "People call my mobile because they do not know if their request is assigned" is the IT manager's recurring complaint. What does it cost to run the helpdesk like a call centre?
What changes when you have it
The user enters the portal, picks from the service catalog (laptop, access, support, software, etc.) with the SLA visible per request type, completes the standardised form and receives a ticket number with live tracking. The IT team sees a prioritised queue with SLA, owner, category and compliance dashboard, and the user receives notifications on Teams and email on every status change. The visible output is a SharePoint site with catalog and queue plus a Power BI dashboard with SLA compliance, top categories and average resolution time. The solution is in production at a 4,000-employee services firm where SLA compliance rose from 65% to 92% and repeat calls fell 80%. The investment pays back through reduced support hours.
Service catalog + queue with SLAs + dashboard
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