Continuing from my last post about investing in your Service Desk here is a Service Desk bullet plan. Take what you need from it.
Service Desk Plan:
Goal: “Act as a central point of contact and provide a customer interface for IT Services”
Provide a 1st class effective service, add value and be an asset to the business.
Operational Needs:
• Rota to cover hours of Service: Monday – Thursday 8am to 5pm, Friday 8am to 4:30pm
• Configured Service Management Tool
• CMDB and Asset Database
• Accurate and Updated Knowledge Base
• Clear Policies & Procedures
• Better Internal Communication between teams
Customer Service:
• Answering Phone takes priority over other jobs
• Pick up New Requests promptly
• Check & Respond to Customer Updates promptly
• Take Ownership of calls – Diagnose/Allocation/Escalation including Estates Power issues
• Resolved Calls – Follow Up Everyday
• Check and Action VoiceMail
• Provide help and customer focused support inline with SLAs and SLTs published on Intranet
• User Education on SLA’s, processes and Knowledge Base
• Manage customer and user expectations
• Positive Professional Attitude and Image (Dress Code)
• Clear Escalation processes
Monitor & Measure:
• SLT Reports/Regular KPI reviews
• Monitoring Tools on Wall – Electronic Dashboards for Telephone Stats/Network Connectivity
• Customer Surveys & Feedback
• Telephone Surveys for boarder baseline
• Call Reviews/Spot Checks/Mystery Shopper
Training & Development:
• Direction and Support from Management and the business
• Regular Meetings and Coaching 1 to 1 Sessions
• Customer Service Training for Team
• Modern Apprentice – Support/KPI
• Job Shadowing
• Performance Reviews/Meet Appraisal Targets
• Hard Drive/Online Training
Showing posts with label Single Point of Contact. Show all posts
Showing posts with label Single Point of Contact. Show all posts
Thursday, June 16, 2011
Friday, May 20, 2011
The Service Desk is the HUB of IT Customer Services
The Service Desk is the Customer Hub of IT Operations. It acts as the connection and central point of contact between users and customers of the IT Services. It is the most important ITIL function ensuring that user satisfaction and customer expectations are managed.
The Service Desk records and manages incidents and calls throughout their life cycle taking ownership to ensure incidents are monitored, escalated and resolved according to agreed service levels.
Your Service Desk needs to be customer focused and take ownership of calls to the service doing more than the traditional old Help Desk of just logging calls. For Service Desks to add value they need key ingredients, tangible commitment and proper resource.
With the Service Desk involved and linked to so many ITIL processes it could be the single point of failure of the whole service and perception of your IT department.
When properly understood and resourced your Service Desk can free up more time for proactive development and project work that can improve services and create more business opportunities on the backend. Instead of 90% support and fire fighting a more balance breakdown of 60% support and 40% development.
Your organisation will need to communicate, educate customers how to report PC problems and provide knowledge share to reduce dependency on the Service Desk long term.
Good service desk software with a built in public knowledge base will help get users up and running quickly with minimum disruption and help reduce call volumes and free up time for proactive duties.
Your Service Desk needs the right people and staffing levels will depend on your environment and user base, every business is unique and may vary depending on any other duties your Service Desk performs e.g. Account Set-Up, Admin.
Excellent Service Desks provide easy of access and availability to meet users demanding requirements and provide customer focused support which is in line with SLA & SLTs.
Make sure you measure and collect meaningful statistics and customer focused KPI to calculate and demonstrate the justification to the business and investment levels required for the Service Desk Function.
Team Motivation and pay rewards for better skills sets will help lower staff turnover on 1st line. Remember Service Desks keep businesses running so give them the recognition and status they deserve. Only with solid planning, investment and service leadership will your desk be able to go from reactive environment to a customer led service desk.
The Service Desk records and manages incidents and calls throughout their life cycle taking ownership to ensure incidents are monitored, escalated and resolved according to agreed service levels.
Your Service Desk needs to be customer focused and take ownership of calls to the service doing more than the traditional old Help Desk of just logging calls. For Service Desks to add value they need key ingredients, tangible commitment and proper resource.
With the Service Desk involved and linked to so many ITIL processes it could be the single point of failure of the whole service and perception of your IT department.
When properly understood and resourced your Service Desk can free up more time for proactive development and project work that can improve services and create more business opportunities on the backend. Instead of 90% support and fire fighting a more balance breakdown of 60% support and 40% development.
Your organisation will need to communicate, educate customers how to report PC problems and provide knowledge share to reduce dependency on the Service Desk long term.
Good service desk software with a built in public knowledge base will help get users up and running quickly with minimum disruption and help reduce call volumes and free up time for proactive duties.
Your Service Desk needs the right people and staffing levels will depend on your environment and user base, every business is unique and may vary depending on any other duties your Service Desk performs e.g. Account Set-Up, Admin.
Excellent Service Desks provide easy of access and availability to meet users demanding requirements and provide customer focused support which is in line with SLA & SLTs.
Make sure you measure and collect meaningful statistics and customer focused KPI to calculate and demonstrate the justification to the business and investment levels required for the Service Desk Function.
Team Motivation and pay rewards for better skills sets will help lower staff turnover on 1st line. Remember Service Desks keep businesses running so give them the recognition and status they deserve. Only with solid planning, investment and service leadership will your desk be able to go from reactive environment to a customer led service desk.
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