|
| |
Service Desk
The Service Desk is the heart of IT, this is your source for
information about how you are perceived by the user community. This is often
overlooked by the organization and is viewed as nothing more than a group of
glorified ticket takers. Many in IT share this same perception. These
perceptions are usually caused by experiences with poorly staffed, ill trained,
and poorly managed organizations. A well managed Service Desk will improve the
perception of IT by the organization. This is accomplished by reducing
downtime, finding the root cause for issues, communicating accurately with
users, and providing timely, and professional service on a consistent basis.
Whether you have an IT staff of 1 or 1,000 you need to perform
this vital function, technology doesn't run itself. All Service Desk or Help
Desks perform the same basic functions, how can we leverage these to improve
service to company?
 |
What are you supporting?
Know the applications that you are
supporting, and gather documentation. Work with the other groups in IT to get
accurate documentation on systems, network, and application configurations.
Have the technical staff fill out a turnover document for new items going into
production, Service Desk techs will use this
information if it is provided. |
|
Build a workflow
Know how you want to handle work in the Service Desk, this
will include calls coming in both for working, and non working hours, it will
include various severity levels and how issues should be escalated. Follow
this link for a sample work flow diagram XXXXX. |
|
Measure what you do
 |
Solve Rate - This rate is obtained through
calculation of tickets solved divided by tickets entered. |
|
Call Abandon Rate - This will be obtained by
you PBX work with your Telco administrator to get this data. |
|
Average Speed of Answer - Once again get this
information from your Telco administrator. |
|
Quality Scoring - Record all quality scores,
these will be detailed later. |
|
Number of Calls taken |
|
Number of tickets opened |
|
|
Quality Analysis
|
Develop a quality monitoring form to review tickets, if a
call monitoring solution is available utilize it to find out what your techs
are saying to customers. View the quality monitoring form
here.
Download the quality monitoring form as a spreadsheet
here. |
|
Utilize customer surveys to get feedback on tickets.
Calculate a customer satisfaction scored based on these surveys. Link will
follow. |
|
|
Market the Service Desk
Publish your statistics and track your success, a graph showing
increased performance is worth a 1000 words! |
|
