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.
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
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
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