VIEWS: 5 PAGES: 5 POSTED ON: 12/1/2011
Helpdesk Changes: Earlier Situation Some statistics – “Average Week” “Average week”: 600 calls – Answered “first time”: 215 – Escalated: 160 by design (eg, EDMS), 225 unresolved to Level 2 – Figures correspond to expected performance at the contract level User perceptions “Helpdesk not functioning” – Translates into: “support chain not working”, because users typically refer to the “entry point” (Helpdesk) Call avoidance – User strategies: ask a colleague, email a friend, call Helpdesk – Comparison with industry (Gartner Group): Industry: 1-2 calls per month and desktop CERN: 0.3-0.6 calls per month and desktop Helpdesk Changes: Earlier Situation CALL DETAILS First-time answer Forwarded to support lines Total "Simple" Other EDMS Local Printer IT-US 129 86 51 111 69 154 600 "Simple": passwords (60%), quota (30%), documentation, directions Other: mostly "How to …" (eg, set/change mail forwarding) Local: HW/SW issues of all kind for desktops and portables Printer: 50% HW, 50% toner IT-US: about 35% registration, 15% file reloads, 25% mail/Web Helpdesk Changes: Objectives Objectives Increase first-time problem resolution (as seen by the users) from “20%” to 80%, reach user satisfaction level of 75% – Higher skills at Helpdesk – Extend time (now 10’) to find a solution at first call – Improved procedures: close open loops with service providers (information), quality assurance of replies, ticket flow (user wants a problem solution), – “Manager on Duty”: responsible to the user for problem resolution, quality assurance, user information (Zephyr, Web content, service status), link between users and service providers – Better tools: content of, and access to, knowledge database (Q&As), automated support actions (quota?) Helpdesk Changes: Getting There Reaching the objectives Information gathering – Shifts with Helpdesk – Industry comparisons – Helpdesk backing up Analyze findings – Shifts with Helpdesk (Feedback given to Helpdesk): communication, “personal” approaches, training, user expectations, working conditions – Industry comparisons: somewhat difficult Remedy tickets “domain oriented” (eg, mail, Web), industry uses Gartner Group categories (“How to”, “Break/Fix”), data mining done – “Helpdesk backing up”: during 2 weeks Helpdesk backed up with one staff from IT-US: jump in first-call resolution observed Redesign model – “Backing up Helpdesk” most promising, confirmed by in-depth test during May 2002 Helpdesk Changes: Manager on Duty New Role: “Manager on Duty” (MoD) Tasks Acts for established services as the link between users and service providers For the user the MoD is the person responsible for resolving incidents Quality assurance of replies to users Services log, weekly reports and service statistics, operational procedures for First-line support service Responsible for user information: instant messages (Zephyr), News, validity of information on the divisional Web pages, “Services Status Board” Services Status Board: status of services, incidents, and scheduled and unscheduled service changes. Service providers will communicate service changes to MoD. Collaboration and coordination with service providers on service changes.