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  • 1. 7 Service Operations Management
  • 2. Objective
  • 3. IT Helpdesk
  • 4. IT Organigram
  • 5. Reasons of Service Failure
  • 6. Why Helpdesk Software?
  • 7. Helpdesk Call Flow User Raises a Ticket via Helpdesk or E-Mail Call Assigned to Tech User for Resolution and changes call status to “Under Process” Reaches Helpdesk Operator with status “New” Tech User attends call and submits follow-up on the call and updates the current status to “Solved”, “Pending”, “Not in Scope” etc Helpdesk User contacts the user via phone or E-Mail and finally closes a ticket after affirmation by the user. Ticket to alternate tech user
  • 8. Call Statistics Metric 2008 2009 Number of tickets (monthly) 330 350 Avg Time to Respond 25 min 15 min Avg time to resolve a call 30 hours 40 hours No of Voice Calls/month 1500 1300 No of Unresolved Calls (monthly) 40 30 First Call Resolve - 250* * - Only for Nov
  • 9. Data Analysis
  • 10. Recommendations
  • 11. Thank You

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