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 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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Helpdesk Services

  1. 1. IT Helpdesk Services<br />© 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Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose.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<br />
  2. 2. GSS Introduction<br /><ul><li>A Public Listed IT Services company with 10 years in operations, headquartered in Hyderabad, India
  3. 3. One of the fastest growing IT companies in India
  4. 4. Specializes in providing Managed IT Services
  5. 5. Strong Business Acumen with Technology Leadership
  6. 6. SEI-CMMi Level-3 company, ITIL compliant processes, ISO 9001 and 27001 certifications
  7. 7. Global Operations Command Center (GOCC) and remote delivery center in Hyderabad, India
  8. 8. World-class delivery engine delivering solutions to 40+ Fortune 500 companies and 150+ Global 1000 companies
  9. 9. Best-in-class top tier technology alliances and domain intensive Centers of Excellence (CoEs)
  10. 10. Highly capable global team
  11. 11. Strong balance sheet and is well capitalized</li></ul>2<br />
  12. 12. GSS Helpdesk Services <br />Service Descriptions<br /><ul><li>Provide First Level Extended Support for Infrastructure and Applications
  13. 13. Receipt, analysis, classification, recording of incidents
  14. 14. Catch , Log and Dispatch calls
  15. 15. Password resets
  16. 16. Remote Logging-in to the point of failure and applying relevant SOP for resolution
  17. 17. Pro-active monitoring using enterprise tools
  18. 18. Reporting </li></ul>Infrastructure and Application Support (Vendor/OEM) (l-4)<br />Application & Infrastructure Environment Change support<br />Onsite<br />Support<br />Helpdesk (L-1)<br />E-mail<br />Technical Support (L-2)<br />Practitioners Support (L-3)<br />Categorization<br />Escalation<br />Resolution<br />Logging<br />Voice<br />(1800-xxx)<br />End User<br />CDBM<br />Chat<br />COST REDUCTION<br />Call log DB<br />Knowledge Shop<br />Reports/Graphs<br />Agent<br />High End User Experience<br />Servers/<br />Desktops/Applications<br />24 x 7 Dedicated as well Shared Desk @ Customer Requirements<br />Discovery/Assets<br />Alerts/Notifications<br />Staging<br />3<br />
  19. 19. GSS - ITIL Based Service Delivery<br />HELPDESK<br />4<br />
  20. 20. Controlling Points for GSS Helpdesk Services<br />Incident Life Cycle<br />Ticket received<br />Ticket resolved<br />Ticket closed<br />Ticket in Queue<br />Measure<br />Response<br />(Is it taken care of ?)<br />Resolution<br />(How long ?)<br />Follow-up<br />(What is happening ?)<br />Performance<br />(How well ?)<br />Control<br /><ul><li> Periodic survey
  21. 21. Review of survey
  22. 22. Formal & informal mechanism
  23. 23. Take corrective action
  24. 24. Average resolution time
  25. 25. Resolution time warnings to support staff(email)
  26. 26. Deviation mail to supervisor
  27. 27. Acknowledge ticket
  28. 28. Response Warning to support staff (Mail)
  29. 29. Deviation mail to supervisor
  30. 30. Aged Ticket review
  31. 31. Escalation of non acknowledgement and resolution
  32. 32. Regular ticket review</li></ul>5<br />
  33. 33. GSS Helpdesk Transition Framework<br />Due <br />Diligence<br />Knowledge Transfer<br />Steady <br />State<br />Shadow Support<br />Transition Planning<br />Transition Execution<br />/ Shadow support<br />Improved <br />service<br />Reverse<br />Shadow<br />Environment<br />Information<br />Risk <br />Assessment<br />To-Be Tools &<br />Process design <br />Review<br />Requirements<br />Detailed data <br />collection<br />Primary<br />Shadow<br />Activity Grouping<br />& Sequencing<br />Knowledge<br />Transfer<br />Setup offshore <br />support<br />Steady <br />State<br />Updated <br />Knowledge base<br />Better <br />Processes<br />X WEEKS<br /> Y WEEKS<br />SLA Measurement starts<br />6<br />
  34. 34. GSS SLM Model for Helpdesk Services<br />Transform<br />Transition<br />Improve<br />Benchmark<br />Baseline<br />Identify <br />Evolution of <br />•<br />•<br />Initiate <br />•<br />Identify the <br />improvement <br />metrics to <br />•<br />Determine current<br />service levels <br />through data <br />gathered from <br />ACD and vendor reports and from <br />Customer defined<br />expectations<br />managing of <br />best<br />-<br />in<br />-<br />class <br />opportunities <br />beyond <br />SLAs<br />metrics<br />through ITIL<br />operational <br />Best Practices<br />performance<br />Ramp<br />-<br />up the <br />•<br />Finalize <br />•<br />metrics to the <br />performance <br />Identify target <br />•<br />desired levels <br />metrics based <br />Implement, <br />metrics to <br />•<br />as <br />agreed<br />on current <br />control and <br />align to <br />levels and <br />measure <br />business <br />Sustain the <br />•<br />benchmark<br />improvement <br />objectives of <br />metric<br />initiatives<br />customer<br />Draft SLA Freeze<br />SLAs Measure<br />SLA Review<br />Transition Period<br />x Months<br />y Months<br />Institute set of processes & methodologies to enable metrics collection & monitoring<br />Online Dashboards and Periodic Reporting<br />Process Improvements through Best Practice Alignment<br />7<br />
  35. 35. GSS Quality – Helpdesk Service Management<br />Qualitative Measurement<br />Quantitative measurement<br />Incident Management Performance: Adherence to Support SLA’s, FCR , Resolution Times and customer satisfaction<br />Call Statistics from Helpdesk tool<br />Feedback from stakeholders CSAT surveys<br />Agent Responsiveness: % call answered, Average talk time etc<br />Call Statistics from ACD <br />CSAT surveys<br />Infrastructure Availability and performance SLA<br />Performance and Availability statistics from monitoring tools<br />None<br />Adherence to Scheduled Tasks e.g.. Administration Activities, Reporting, etc<br />Activity logs, timesheets and adherence to existing schedules and policies<br />None<br />Process Improvements SLA’s<br />Periodic benchmarking against ITIL standards<br />Trending of call statistics & availability data <br />8<br />
  36. 36. GSS Helpdesk CSAT Process<br />Objectives<br /><ul><li>Ascertain user happiness over the operations
  37. 37. Identify the areas of improvements
  38. 38. Implement actions and Monitor </li></ul>Key Focus Areas of Study<br /><ul><li>Courtesy and Promptness of the helpdesk
  39. 39. Availability of the helpdesk staff
  40. 40. Expertise of the staff – Technology, soft skills
  41. 41. Ability to resolve the requests in timely manner
  42. 42. Ability to resolve the request successfully the first time around
  43. 43. Timelines of the updates regarding the ticket status </li></ul>identify<br />Conduct<br />CSAT<br />Implement and Monitor<br />Helpdesk Metrics Management<br />9<br />
  44. 44. GSS Key Differentiators – Helpdesk Services<br />Regular reviews of SLAs to improve Service to users<br />Effective, periodic reporting and improvement plans<br />Ownership of tickets by Helpdesk and regular follow ups with users / L2 team as required<br />Cross trained staff. Additional trainings not to impact Service to users<br />Routine Quality checks to ensure proper ticket / call handling<br />Ongoing updates to user information as required<br />Dedicated training program for language skills<br />Appropriate staffing levels to ensure SLA adherence<br />Helpdesk can guide users with Self-Service options available<br />10<br />
  45. 45. Sample SOP<br />11<br />
  46. 46. 12<br />Sample Metrics<br />12<br />
  47. 47. Case Study - Large Publishing & Distribution firmManaged Services Model<br />Current Weekly volume between 150 to 200 <br />Value Delivered<br />Set up a dedicated NOC and provide Infrastructure support in a Managed service model to a Publishing & Distribution company<br />End User Experience<br />End User Experience<br />Productivity maximization<br />VFM<br />Drivers<br />Service Rendered<br /><ul><li>Expensive 24/7 support model
  48. 48. Business
  49. 49. Expensive infrastructure management
  50. 50. Data insecurity</li></ul>Tier 1 Incident Management<br /><br /><br /><br /><br />Applications Monitoring<br /><br /><br /><br /><br />Client File Monitoring<br /><br /><br /><br /><br />24/7 Client Files Monitoring<br />Resolution Management <br /><br /><br /><br /><br />Business Process Monitoring<br /><br /><br /><br />X<br />17<br />13<br />
  51. 51. Q & A<br />14<br />
  52. 52. Thank You<br />© 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<br />

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