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Helpdesk Services

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GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services …

GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.

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  • 1. IT Helpdesk Services
    © This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
  • 2. GSS Introduction
    • A Public Listed IT Services company with 10 years in operations, headquartered in Hyderabad, India
    • 3. One of the fastest growing IT companies in India
    • 4. Specializes in providing Managed IT Services
    • 5. Strong Business Acumen with Technology Leadership
    • 6. SEI-CMMi Level-3 company, ITIL compliant processes, ISO 9001 and 27001 certifications
    • 7. Global Operations Command Center (GOCC) and remote delivery center in Hyderabad, India
    • 8. World-class delivery engine delivering solutions to 40+ Fortune 500 companies and 150+ Global 1000 companies
    • 9. Best-in-class top tier technology alliances and domain intensive Centers of Excellence (CoEs)
    • 10. Highly capable global team
    • 11. Strong balance sheet and is well capitalized
    2
  • 12. GSS Helpdesk Services
    Service Descriptions
    • Provide First Level Extended Support for Infrastructure and Applications
    • 13. Receipt, analysis, classification, recording of incidents
    • 14. Catch , Log and Dispatch calls
    • 15. Password resets
    • 16. Remote Logging-in to the point of failure and applying relevant SOP for resolution
    • 17. Pro-active monitoring using enterprise tools
    • 18. Reporting
    Infrastructure and Application Support (Vendor/OEM) (l-4)
    Application & Infrastructure Environment Change support
    Onsite
    Support
    Helpdesk (L-1)
    E-mail
    Technical Support (L-2)
    Practitioners Support (L-3)
    Categorization
    Escalation
    Resolution
    Logging
    Voice
    (1800-xxx)
    End User
    CDBM
    Chat
    COST REDUCTION
    Call log DB
    Knowledge Shop
    Reports/Graphs
    Agent
    High End User Experience
    Servers/
    Desktops/Applications
    24 x 7 Dedicated as well Shared Desk @ Customer Requirements
    Discovery/Assets
    Alerts/Notifications
    Staging
    3
  • 19. GSS - ITIL Based Service Delivery
    HELPDESK
    4
  • 20. Controlling Points for GSS Helpdesk Services
    Incident Life Cycle
    Ticket received
    Ticket resolved
    Ticket closed
    Ticket in Queue
    Measure
    Response
    (Is it taken care of ?)
    Resolution
    (How long ?)
    Follow-up
    (What is happening ?)
    Performance
    (How well ?)
    Control
    • Periodic survey
    • 21. Review of survey
    • 22. Formal & informal mechanism
    • 23. Take corrective action
    • 24. Average resolution time
    • 25. Resolution time warnings to support staff(email)
    • 26. Deviation mail to supervisor
    • 27. Acknowledge ticket
    • 28. Response Warning to support staff (Mail)
    • 29. Deviation mail to supervisor
    • 30. Aged Ticket review
    • 31. Escalation of non acknowledgement and resolution
    • 32. Regular ticket review
    5
  • 33. GSS Helpdesk Transition Framework
    Due
    Diligence
    Knowledge Transfer
    Steady
    State
    Shadow Support
    Transition Planning
    Transition Execution
    / Shadow support
    Improved
    service
    Reverse
    Shadow
    Environment
    Information
    Risk
    Assessment
    To-Be Tools &
    Process design
    Review
    Requirements
    Detailed data
    collection
    Primary
    Shadow
    Activity Grouping
    & Sequencing
    Knowledge
    Transfer
    Setup offshore
    support
    Steady
    State
    Updated
    Knowledge base
    Better
    Processes
    X WEEKS
    Y WEEKS
    SLA Measurement starts
    6
  • 34. GSS SLM Model for Helpdesk Services
    Transform
    Transition
    Improve
    Benchmark
    Baseline
    Identify
    Evolution of


    Initiate

    Identify the
    improvement
    metrics to

    Determine current
    service levels
    through data
    gathered from
    ACD and vendor reports and from
    Customer defined
    expectations
    managing of
    best
    -
    in
    -
    class
    opportunities
    beyond
    SLAs
    metrics
    through ITIL
    operational
    Best Practices
    performance
    Ramp
    -
    up the

    Finalize

    metrics to the
    performance
    Identify target

    desired levels
    metrics based
    Implement,
    metrics to

    as
    agreed
    on current
    control and
    align to
    levels and
    measure
    business
    Sustain the

    benchmark
    improvement
    objectives of
    metric
    initiatives
    customer
    Draft SLA Freeze
    SLAs Measure
    SLA Review
    Transition Period
    x Months
    y Months
    Institute set of processes & methodologies to enable metrics collection & monitoring
    Online Dashboards and Periodic Reporting
    Process Improvements through Best Practice Alignment
    7
  • 35. GSS Quality – Helpdesk Service Management
    Qualitative Measurement
    Quantitative measurement
    Incident Management Performance: Adherence to Support SLA’s, FCR , Resolution Times and customer satisfaction
    Call Statistics from Helpdesk tool
    Feedback from stakeholders CSAT surveys
    Agent Responsiveness: % call answered, Average talk time etc
    Call Statistics from ACD
    CSAT surveys
    Infrastructure Availability and performance SLA
    Performance and Availability statistics from monitoring tools
    None
    Adherence to Scheduled Tasks e.g.. Administration Activities, Reporting, etc
    Activity logs, timesheets and adherence to existing schedules and policies
    None
    Process Improvements SLA’s
    Periodic benchmarking against ITIL standards
    Trending of call statistics & availability data
    8
  • 36. GSS Helpdesk CSAT Process
    Objectives
    • Ascertain user happiness over the operations
    • 37. Identify the areas of improvements
    • 38. Implement actions and Monitor
    Key Focus Areas of Study
    • Courtesy and Promptness of the helpdesk
    • 39. Availability of the helpdesk staff
    • 40. Expertise of the staff – Technology, soft skills
    • 41. Ability to resolve the requests in timely manner
    • 42. Ability to resolve the request successfully the first time around
    • 43. Timelines of the updates regarding the ticket status
    identify
    Conduct
    CSAT
    Implement and Monitor
    Helpdesk Metrics Management
    9
  • 44. GSS Key Differentiators – Helpdesk Services
    Regular reviews of SLAs to improve Service to users
    Effective, periodic reporting and improvement plans
    Ownership of tickets by Helpdesk and regular follow ups with users / L2 team as required
    Cross trained staff. Additional trainings not to impact Service to users
    Routine Quality checks to ensure proper ticket / call handling
    Ongoing updates to user information as required
    Dedicated training program for language skills
    Appropriate staffing levels to ensure SLA adherence
    Helpdesk can guide users with Self-Service options available
    10
  • 45. Sample SOP
    11
  • 46. 12
    Sample Metrics
    12
  • 47. Case Study - Large Publishing & Distribution firmManaged Services Model
    Current Weekly volume between 150 to 200
    Value Delivered
    Set up a dedicated NOC and provide Infrastructure support in a Managed service model to a Publishing & Distribution company
    End User Experience
    End User Experience
    Productivity maximization
    VFM
    Drivers
    Service Rendered
    • Expensive 24/7 support model
    • 48. Business
    • 49. Expensive infrastructure management
    • 50. Data insecurity
    Tier 1 Incident Management




    Applications Monitoring




    Client File Monitoring




    24/7 Client Files Monitoring
    Resolution Management




    Business Process Monitoring



    X
    17
    13
  • 51. Q & A
    14
  • 52. Thank You
    © This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com