Objectives • T r ansition fr om a mix ed servic e desk model t o a 24x7x365 on-sit e solution • Reduc e user do wntime by impr o ving is sue r esolution r at es • Incr ease cus t omer satisf action with servic e desk Challenges • As sembl e a qualified and c ommitt ed servic e desk support t eam that under s t ands the l e v el of sensitivity and ur gency as sociat ed with clients in the l egal spac e • Maint ain engage

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