PowerPoint Presentation

NBC Universal International Service Desk SDI Case Study 3rd November 2016

Introduction MeNBCUInternational Service DeskInitial Assessment Audit Surveillance Audit What Next? Questions

2

Who Am I?A (little) bit about me.3Toby Leaver IT Service Delivery Manager

4

5

Owned by Comcast Who Are NBC Universal?

We are not DomesticTruly International 6

How we work and what we doSome Facts & Figures 8am - 7pm Monday to Friday 8 members of staff + Lead Failover to Domestic (US) Contact Centre Phones, Email, ticketing & Live Chat (Bomgar) Service Now >60% First Contact Resolution/Fulfilment