Under Jacque Rowden’s Leadership, Continuum’s Service Desk Has Achieved 77 Percent First Contact Resolution and Grown to 33,000 Seats with Continued Growth Expected
CRANBERRY TOWNSHIP, PA – Jan. 29, 2015 – Continuum®, the industry's only channel-exclusive provider of fully integrated managed IT services solutions, has promoted Jacque Rowden to Senior Director, Service Desk. Since joining Continuum in May 2013, Jacque has built the foundation for excellent customer service while dramatically growing Continuum’s white-label IT help desk business to 33,000 seats. The Service Desk efficiently identifies and solves both simple and complex issues, helping MSPs to deliver superior customer service and support without exhausting its in-house techs.
“In less than two years, Jacque has built the foundation for excellent growth and superior IT customer service for the end clients of our MSP partners,” said Rob Autor, Senior Vice President of Global Service Delivery at Continuum. “She has built a great customer-focused team, established a culture of ongoing employee learning and professional certification, implemented new tools and system improvements and has continuously demonstrated outstanding leadership for our Cranberry Township team of now more than 100 techs.”
Since Jacque joined Continuum, the number of Service Desk employees and the number of seats supported have both tripled. In September 2014, Continuum was named a finalist for the HDI Service Management Award, the highest honor in the technical service and support profession, for its improvement initiatives for the company’s Service Desk. Working in conjunction with Continuum’s industry-leading 24x7x365 Network Operations Center (NOC), the Service Desk has achieved First Contact Resolution (FCR) that averages 77 percent with the industry average at 64 percent.
Jacque has managed global IT support teams for more than 25 years. She witnessed the birth of the Help Desk in the word processing departments of law firms in the 1980’s and has been part of their evolution through the various stages of different maturity models. In 2008, Jacque’s team was a finalist for ICMI’s “Best Small Contact Center [in the World]” as well as itSMF’s “Best IT Project of the Year” for the implementation of ServiceNow and RightAnswers. Jacque is a frequent speaker on electronic security, help desk metrics and careers as well as Agile project management in IT service management. Her certifications include MCSE and other Microsoft technical certifications, HDI Support Center Manager and Director, and ITIL Foundations.
Outsourcing day-to-day IT functions to Continuum’s Service Desk and NOC provides a breadth of IT skills and knowledge that are unmatched compared to building an in-house team and has produced some of the most successful MSPs in the industry. For more information, visit: http://www.continuum.net/solutions/rmm-software/service-desk.