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PepsiCo IT The PepsiCo Support Center (PSC) is our internal Help Desk providing technical support to all PepsiCo Divisions in the US and Canada and The Pepsi Bottling Group. Support is available 7x24x365. Business + Information Solutions (BIS) is the name for the IT organization within PepsiCo.
1999 – 2007 - Help Desk Analysts had objectives each year to contribute a minimum number of published solutions and solution modifications.
2008 – Present – Solutions are created and modified using the KCS process.
Subject Matter Experts – All major applications and technologies have a help desk SME. This SME is responsible for ensuring that their application or technology solutions are updated regularly. They work closely with the Backline Team that owns that component to frequently review and update solutions.
Rewards & Recognition – We encouraged HDAs to contribute to the knowledge base through rewards and recognition. We have used various programs including prizes, gift cards, plaques, recognition at awards presentations, etc.
Customer Feedback – Customers have the ability to give us suggestions and feedback on solutions that need to be modified or added through Self Help.
Knowledge Centered Support – 2009 – Introduced 2nd and 3rd level teams to the KCS process.
PepsiCo Governance – Our PepsiCo project lifecycle methodology requires Help Desk engagement early in the development of new systems and applications. The project teams understand this is not negotiable. This governance ensures that we are fully ready to support new systems and have identified issues or questions documented in solutions before go-live.
I’ve been here two years and I LOVE the knowledge base. My last place of employment had none. We relied on each other, Google and Microsoft.
I've been here since June 2007, the Knowledgebase (KB) was the one thing that allowed me to work almost solo.
I have been working here for about 6 months. I think Knowledge Center is great for us as well as the customer. It is a great tool for training.
I have been here for about two months now. I personally think the knowledge base is great. There is tons of information to search from, it makes the job definitely a lot easier.
I’ve been here 2 months and I have made several comments to people here at the PSC about how awesome the knowledge base is. I like the fact that most calls can be resolved by following the steps on the solutions even if the issue is not one I usually support. I would definitely say that this knowledge base is by far the best knowledge base I've worked with.
Knowledge Reporting KE Queue Report This report provides visibility into the KEs workload and lets us know when they may need help from other KEs.
Knowledge Reporting KE Work Volume Scorecard This sample of the scorecard shows the amount of work each KE is doing each week and year-to-date. This report includes solutions modified, modification requests processed and archive requests processed.
Knowledge Reporting Solution Contribution Report This report shows the number of solutions and requests submitted each period by the entire PSC, the number of solutions submitted by each team, and the number of solution submitted by each HDA.
Knowledge Reporting Solution Contribution Report Example of a solution contribution report for one HDA. JOHN
Every ticket created by the Help Desk must have a solution applied to it before closing.
Tickets are categorized based on symptom. For example, if someone cannot get into email the component will be OUTLOOK. If the reason they can’t get into email is because there is no network connectivity at the site the solution applied might be ‘Site Down Affecting Voice And/Or Data’.
Tickets are closed with a solution that is based on the fix or the root cause.
Reporting can be done based on symptom, fix/root cause or a combination.
Reporting Sample High Business Impact Report Each period we report on our highest call drivers. These are actionable reports that are used to drive down call volume. This data is available based on solution usage in our tickets.