Flagship engagement
Quarterly SLA pack for one service desk
A bound set of charts and written notes covering first response, resolution, queue load and breach reasons for a single desk over one quarter.
Who it is for
Service desk managers, contact-centre supervisors and IT operations leads who already run a ticketing or telephony system and need a pack they can take to a monthly operations meeting.
What you receive
A PDF and a printed copy of 12–16 charts, each with a short commentary, plus a ninety-minute briefing so the desk can talk through the numbers without guessing.
Scope
One named desk or queue group, one calendar quarter, one agreed extract. Multi-site groups are quoted separately.
Included
- A written extract brief listing the fields we need from your current system
- Charts for volume, first-response time, resolution time, open backlog, and breaches by priority and by queue
- A two-page covering note in plain English for the manager who did not sit with the extract
- One revision after the draft review call
- A ninety-minute briefing on video or at your office in England or Wales
Not included
- Writing or rewriting the SLA itself
- Installing, hosting or licensing any ticketing software
- Live monitoring, overnight alerts, or a login for your staff
- Staffing advice that requires HR records we have not been given
Who prepares it
Prepared by Workspacebeamcore from our office in Kingswood, South Gloucestershire.
How the work runs
- You complete a short brief: desk name, hours of cover, which queues count, and which SLA clocks you already publish internally.
- We send an extract checklist. You export from the system you already use (often a CSV or a scheduled report).
- We draw the charts and write the covering note. You receive a draft within ten working days of a usable extract.
- A forty-minute review call catches mislabelled queues and public holidays we should exclude.
- We issue the final pack and hold the ninety-minute briefing with the people who will use it.
Time
Three weeks from a usable extract is typical. First packs for a desk we have not seen before can take four.
Where
Analysis is done in Kingswood. Briefings are on video, or on site if travel from BS15 is practical. We do not leave software behind.
What you prepare
Nominate one person who can explain how a ticket’s clock starts and stops. Set aside time to export the extract; we do not log into your network.
Limits we will not hide
We work from the extract you supply. Incomplete timestamps, mixed time zones, or queues that were renamed mid-quarter will show as gaps in the pack, not as invented figures.
Fees
First quarterly pack for one desk from £2,400 excluding VAT. Repeat quarters for the same desk and the same field list from £1,650. Travel beyond a day-return from Kingswood is quoted with the briefing.
Next step
Use the contact form to request a reporting brief. Name the desk and the quarter you want covered.