2. New Team Organization
Front of House Rules
Schedule
Strategy for Assigned task
Issues
3. 1. Focus on the career future
2. World Class Performance
3. Professional Aspect
4. Lessen drop calls at least 50% from 2012
Lessen tickets aging and customer complain
5.
6. No bags allow on the workstation
Workstation should be Clean Up
Eliminate distraction during duty like personal
celphone, psp and other gadgets
Strictly Compliance on Tardiness and
Absences(Nina)
7.
8. Back up Email
GSM
Closely monitor all tickets aging and escalated
Compliance Report on Tardiness and Absences
of their Agent
Dispatch and Liquidate Field Engineer
9. Front line support
Provide interim solution to prevent disrupption
Manage tickets aging
Escalating tickets to 2nd level support
10. Avoid technical words translate in lemans term
All pending email issue should be retain on
INBOX
Update client for any development of concern
Sending confirmation to client (template)
Survey
12. Reformat all MSI unit or replace for new unit
Session for Service Desk Agent every monday
Editor's Notes
Malasakit at Kusang Disiplina sa sarili
Characteristic supporting this task be sucessful
Definition: 1.The Single Point of Contact between the Service provider and the Users. 2. A typical Service Desk manages Incidents and Service requests 3. Handles communication with the Users.
Anu itsura ng Email ngayon? No closure with client No transparency with client on the status of concern. Tips: Read the message 3x if not yet clear ask the client what was the last action taken from client before the error/problem encounter List the possible causes on the problem for their understanding
Anu istura ng NEXTIX? Tips: 1. Get first all information needed like pldt agent 2. Before you proceed on giving interim summarize the problem to client 3. Call the client in her/his first name during conversation 4. Lessen “po at opo”
