November 2008 - Virtual Help Desk

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November 2008 - Virtual Help Desk
Janet Lankford from CORT

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November 2008 - Virtual Help Desk

  1. 1. Managing Virtual Helpdesk Janet Lankford – IT Helpdesk Manager November 2008
  2. 2. IT & Product Development Department
  3. 3. Overview of Team
  4. 4. Team Members <ul><li>Application Specialist </li></ul><ul><li>Carol Theriot – New Orleans, LA </li></ul><ul><li>Josie Myers – Hurst, TX </li></ul><ul><li>Jack Mc Ateer – Hurst, TX </li></ul><ul><li>Shaun Darst – Egan, MN </li></ul><ul><li>PC Technicians </li></ul><ul><li>Brian Tagli – Hurst, TX </li></ul><ul><li>Paul Dombrowski- Fairfax, VA </li></ul><ul><li>Chad Taylor – Austin, TX </li></ul><ul><li>Jeremy Hyde – Austin, TX </li></ul><ul><li>Chris Gonzalez – Santa Ana, CA </li></ul><ul><li>Larry Kleebauer- SF, CA </li></ul>
  5. 5. Overview of Environment <ul><li>2800 users - Across the United States and London </li></ul><ul><li>Windows Active Directory with Windows XP users running Office 2003 </li></ul><ul><li>HP Printers </li></ul><ul><li>Handheld barcode scanners, barcode printers and remote credit card machines </li></ul><ul><li>Exchange </li></ul><ul><li>Blackberry and I-Phone support </li></ul><ul><li>14 In-house applications </li></ul><ul><li>200 servers mostly Virtual machines </li></ul>
  6. 6. Tools Used <ul><li>Contactual – Web Based Call Routing System </li></ul><ul><li>Track IT – Ticket Tracking System </li></ul><ul><li>Bomgar – Remote Access Tool </li></ul><ul><li>Exchange Communicator – Instant Message </li></ul><ul><li>Wiki - wiki is a page or collection of Web pages designed to enable anyone who accesses it to contribute or modify content </li></ul><ul><li>Question Pro – Survey Tool </li></ul><ul><li>Metrics – “If you can not measure it, you can not manage it” </li></ul>
  7. 7. Contactual
  8. 8. Call Volume
  9. 9. Track IT
  10. 10. Number of Tickets Opened in Track It
  11. 11. Metrics <ul><li>Abandoned Rate </li></ul><ul><li>Reject Rate </li></ul><ul><li>Average talk time </li></ul><ul><li>Customer Satisfaction Rating </li></ul><ul><li>Calls answered within SLA </li></ul><ul><li>Calls answered <=30 seconds </li></ul>
  12. 12. Balanced Scorecard           93% 92.57% 92.69% 96.66% % of calls answered within SLA <=30 sec 87.53% 82.90% 90.64 % of calls answered in less than 30 seconds On a scale 1-5, target 4 to 4.59 4.6 4.58 4.6 Customer Satisfaction Rating 4 min 3.37 3.41 4.08 Average talk time <=5% 15.53% 15.02% 9.51% Abandoned Rate           Benchmark Results Results October Metric Industry August September MTD            
  13. 13. Question Pro – Survey Tool
  14. 14. Question Pro Survey
  15. 15. WIKI <ul><li>Common area to post reports, documentation and blogs </li></ul><ul><li>Each department within the company has an area </li></ul>
  16. 16. WIKI
  17. 17. Management Style <ul><li>Treat each employee as an individual – manage to their needs </li></ul><ul><li>Weekly Conference Calls – 30 minute call with a set agenda </li></ul><ul><ul><li>Helpdesk Update </li></ul></ul><ul><ul><ul><li>Review of metrics </li></ul></ul></ul><ul><ul><li>Department announcements </li></ul></ul><ul><li>Monthly One on One Meeting with each employee </li></ul><ul><li>Numerous Group IM discussions through out the day </li></ul><ul><li>Yearly review for each employee </li></ul>
  18. 18. Training <ul><li>Microsoft training </li></ul><ul><li>HDI Training </li></ul><ul><ul><li>Support Specialist – 2 technicians passed </li></ul></ul><ul><ul><li>Lead Support Specialist </li></ul></ul><ul><li>Weekly Conference Call </li></ul><ul><ul><li>Guest speakers </li></ul></ul><ul><ul><li>Technicians take turns presenting topics </li></ul></ul>
  19. 19. Q and A <ul><li>Ask away </li></ul>

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