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November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
November 2008 - Virtual Help Desk
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November 2008 - Virtual Help Desk

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November 2008 - Virtual Help Desk …

November 2008 - Virtual Help Desk
Janet Lankford from CORT

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

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