GBB ICT ADMINISTRATOR TRAINING 2017

Transcription

1 GBB ICT ADMINISTRATOR TRAINING 2017 GBB Service Desk Operations

2 Agenda Definitions Overview of the GBB ServiceDesk GBB ServiceDesk Activities GBB ServiceDesk Availability How To Reach Us What We Expect What To Expect From Us Escalation Procedure 2

3 Definitions According to ITIL, the definition of a Service Desk is: The Single Point Of Contact (SPOC) between users and IT Service Management. Another definition of Service Desk is a centre that provides a Single Point of Contact (SPOC) between a company s customers, employees and business partners. In essence, the Service Desk is designed to optimize services on behalf of the business and oversee IT functions. Kindly note that while it is imperative that the Service Desk MUST remain the Single Point Of Contact (SPOC), is does not necessarily have to be the First Point Of Contact (FPOC). Also, "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service. 3

4 Overview of the GBB ServiceDesk Over time Galaxy s customers have come to require, sometimes demand a high quality, efficient support service 24 hours a day, regardless of their geographical location and have come to expect (as agreed in our respective SLAs) a rapid and customized service that helps them by: Resolving service interruptions rapidly. Promptly fulfilling service requests. Providing relevant reports on services provided in compliance with the SLAs. The response from Galaxy was to setup and appropriately staff a ServiceDesk whose objectives would be to meet the customer demands above, as well as: Providing better customer care, leading to greater satisfaction and loyalty. Centralizing of processes to improve communication and information management. Providing proactive service support. 4

5 GBB ServiceDesk Activities The activities of the GBB Service Desk includes almost all aspects of IT Services Management in one way or another, as described by ITIL. However, her main function is that of managing relationships with customers and users, keeping them informed about all the processes of interest to them. The main objective of the GBB Service Desk, but not its only objective, is to serve as a point of contact between the services being provided and the users. The Service Desk analysts execute the Incident Management and Request Fulfilment processes to restore the normal-state service operation to the users as quickly as possible. 5

6 GBB ServiceDesk Activities cont d Specific activities carried out by the GBB ServiceDesk include: Logging all relevant Incident/Service Request details Providing first-line investigation and diagnosis Resolving Incidents/Service Requests when first contacted whenever possible Escalating Incidents/Service Requests that cannot be resolve within agreed timescales Keeping users informed of progress Closing all resolved incidents, requests and other calls Conducting customer/user satisfaction call-backs/surveys as agreed Identifying new business opportunities, assessing customers' needs and their level of satisfaction with the service(s) provided. 6

7 How To Reach Us The GBB ServiceDesk is accessible to all her customers via the following, depending on which is more convenient to the customer: (24 hours a day, 7 days a week) SMS (24 hours a day, 7 days a week) WhatsApp (24 hours a day, 7 days a week) Phone call / (8am to 6pm Mondays to Fridays only, excluding public holidays). Skype GbbServiceDesk (8am to 6pm Mondays to Fridays only (excluding public holidays). 7

8 What To Expect From Us 1. Expect that the ServiceDesk will take in requests / incidents via every method of communication available to us and our customers. We will strive to make ourselves more widely accessible because we know and understand that it s always about helping people work. 2. If any issue is important enough for any customer to have taken time out of their precious working day to seek advice and help, expect that said issue will be given the necessary attention it deserves. 3. Expect that even when we cannot meet all your needs or fix all your issues (for those that are not covered under the SLA), we will do our very best to ensure that your IT (but business affecting) issue is easier to deal with. 8

9 What To Expect From Us..cont d 4. We value your complaints and welcome / expect to receive regular feedback. We also encourage and welcome suggestions on how we can improve IT support, as we believe this will help prevent future issues with support and also help us better understand your needs. 5. We will provide regular communications by letting you know what work has been done (and is being done) to improve IT service delivery and keep you informed of potential upcoming issues / downtime. 6. Our analysts will be courteous and professional in all their dealings. 9

10 What We Expect The ServiceDesk generally expects that the user / personnel who reports a fault / makes a request (via phone call or ) should be a member of the MDAs IT Support team or similarly designated personnel who should have first level diagnostic training and is willing to carry out First Level Troubleshooting (for faults). Other expectations include: 1. Make sure your expectations regarding timelines and quality levels are realistic by asking / understanding what you must provide so the ServiceDesk can meet your needs. Ask to understand what is involved in delivering your request on time, and meeting your quality standards. 2. Understand that customers who consistently expect the ServiceDesk to bend the rules to meet their emergency deadlines, strains the ServiceDesk and disrupt everyone else s priorities in the long term. 10

11 What We Expect.cont d 3. Provide all information needed to fill your request or about a complaint and being prepared / willing to provide additional information requested by the ServiceDesk. As this will ensure that the ServiceDesk adequately estimates the time and resources needed to fulfill the request or resolve the incident. 4. Always be courteous and professional 11

12 Escalation Procedure Fault Classification Priority 1 The Service is not Operational Priority 2 Service is functional, but functionally is seriously impaired Priority 3 Service is usable but a specific problem has been identified and portion of the customer s service is impacting negatively on the Customer s use of the service Escalation Procedure Call Service Desk on or to log in fault or send to servicedesk@galaxybackbone.com.ng If problems remains unresolved 1 hour after SLA target proceed to the First level. First Level Escalation: Call Service Manager, **********-************ If problems remains unresolved 2 hours after SLA target proceed to the Second level. Second Level Escalation: Call Head Customer Service If problems remains unresolved 6 hours after SLA target, proceed to the third Level. Third Level Escalation: Call Group Head, Customer Operations and Services Call Service Desk on or to log in fault or send to servicedesk@galaxybackbone.com.ng; If problems remains unresolved 1 hour after SLA target proceed to the First level. First Level Escalation: Call Service Manager, **********-************ If problems remains unresolved 2 hours after SLA target proceed to the Second level. Second Level Escalation: Call Head Customer Service If problems remains unresolved 6 hours after SLA target, proceed to the third Level. Third Level Escalation: Call Group Head, Customer Operations and Services Call Service Desk on or to log in fault or send to servicedesk@galaxybackbone.com.ng; If problems remains unresolved 1 hour after SLA target proceed to the First level. First Level Escalation: Call Service Manager, **********-************ If problems remains unresolved 2 hours after SLA target proceed to the Second level. Second Level Escalation: Call Head Customer Service If problems remains unresolved 6 hours after SLA target, proceed to the third Level. Third Level Escalation: Call Group Head, Customer Operations and Services

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