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Key Performance Indicators - ICM


									Role Title:   Service Desk Call Management Analyst.                                                                                         Author:      Mark Dean
   Brief    The Service Desk team provides a point of contact, information and resolution for Requests for Service and
Overview of known errors. The call management team provides incident resolution of escalated and technical incidents                                     2/22/2011
 the role: through their lifecycle within the department.

Accountabilities (include % of time ):                                                                                                   Knowledge & Key Skills

To provide incident resolution, directly to end user, remotely connecting, or by engaging the appropriate 3rd                            High level of customer service capability and confidence, provide dynamic
party supplier or internal team. Owning issues and incidents end to end and providing valid and timely                   70%             updates and 'find a way' of providing managed updates to customers.
updates for the customer as required.
                                                                                                                                         High level of capability working remotely and keeping significant volumes of work
                                                                                                                                         organised, updated and managed within SLA.

                                                                                                                                         The ability to answer calls in a service desk environment and manage the calls in
                                                                                                                                         HP Service Centre.
To log and perform call management techniques and resolve the issues in a timely fashion. Either by making
appropriate software adjustments or by instigating a hardware activity.                                                                  The ability to identify creative and imaginative solutions to customer issues and
                                                                                                                         15%             identify PROBLEMS and work on those, not just manage reactive incidents.
Performing fixes and managing incidents and verifying resolution through follow up that it is working
successfully prior to closing.
                                                                                                                                         Strong negotiation skills both within the customers estate, internally, engineers
                                                                                                                                         and 3rd parties.

                                                                                                                                         Desirable Technical

                                                                                                                                         MS Desktop and server skills - recent versions to second line on site level.
For major issues, act as Incident Managers to coordinate activities between teams and ensure these issues
are not overlooked. To liaise with back office and project teams and ensure all PROBLEMS are identified and 10%
                                                                                                                                         Capability working with Citrix clients and think client terminals.
flagged/resolved not just INCIDENTS reviewed.
                                                                                                                                         Microsoft Office Support capability to a high level.
                                                                                                                                         Mobile/laptop support capability.

Participate in other call reduction methodologies and initiatives as required.
Ensure accurate upkeep of the records and inventories - support the Call Management Team Leader and                      5%              Experience managing, supporting, troubleshooting Windows Desktop software
Servo strategic objectives as required.                                                                                                  and hardware problems at desk side or remotely.

Critical Success Factors                                                                                                 % of time.      Contact                                    Purpose
As well as being a point of technical escalation this position will also act as incident and
problem managers and ensure that appropriate resources and focus is placed on operational
                                                                                                         External 90%                    Customer                                   Provide the contracted service.
Manage incidents and provide reliable solutions to all failures and give the customer confidence
the situation is managed, understood and under control.

Provide some logging and telephony cover for the service desk at times when they are short of
personnel or backup load permits                                                                                                                                                    Help improve the overall working of the
                                                                                                          Internal 10%                   Peers and Colleagues
Escalate problems back to the management and project teams and ensure these are managed
and progressed.

Specific  Management &                                                                                                                                                                             Data Centre
                                                                                                                                                                                    Reports to:
          Leadership                                                                                                                                                                               Manager
FACE          Being         Energised      Habitual Dev of   Accountable     Value Add    Innovation &   Open            Understanding   Relationship    Strategic
BEHAVIOUR     Commercial    Commitment &   Self & Others     Decision Making Customer     Change         Communication   the Market      Collaboration   Alignment
Profile                     Drive                                            Excellence                  & Impact
Essential   Detail

Examples 1
Measurement   Success criteria Result

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