10 Steps to Go from a Helpless to Helpful Desk. Mike Little

Transcription

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2 10 Steps to Go from a Helpless to Helpful Desk Mike Little

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4 Helpless Desk - How bad is bad? 5050 Low FCR High Abandons Sleeping on the job Analyst that can t read Time theft Employee's wedges Strained relationships with IT and Users

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6 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

7 Schedule

8 Are you meeting the business s needs? Business s hours of operation Busy times? Critical times? Service Desk hours of operation? 24 hour 8 AM 5 PM / Mon - Fri 7 Days a week

9 Schedule How many calls can your analyst handle in 1 hour? Calls presented / Analyst scheduled = Calls per Analyst 5:30 AM 6:00 AM 7:00 AM 8:00 AM 9:00 AM 10:00 AM Scheduled Staff Call Per Hour Calls Per Analyst Too many analyst scheduled? Not enough?

10 Schedule

11 Schedule Sunday Wednesday Wednesday - Saturday Four 10 hour days Five 8 hour days

12 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

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16 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

17 Service Desk Team Meetings

18 Service Desk Team Meetings Weekly? Every other? ½ then the other ½

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20 Why we are here Connect to: Mission Statement Vision Values

21 Why are we here?

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23 Why are we here?

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25 Final Thought Ideas

26 Conversation: Upper Goer Five (speaking our users way) Final Thought Ideas Google them: YouTube Videos: Meals Per Hour Toyota Production System (Process improvement) That Is NOT a Catfish on the End of the Line (What to do when we get into a BIG/UNEXPECTED issue) Team building: Lego Design Communication Activity (Communication and team work)

27 IT and Company Meetings Connected Development Equals Value It is a Must

28 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

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30 S.O.P: Mission/Vision Example:

31 S.O.P: Non Negotiable Example: We will always treat everyone (including each other) with respect and empathy. For every create: We will Identify the issue in tickets by providing good notes and screenshots where applicable. We will Negotiate with our users to determine the most correct priority. We will Escalate issues to the correct group based on our documentation and knowledge.

32 S.O.P: Best Effort Example: Awareness of our user s time and environment We will attempt the best we can to reach out to our users to resolve an issue by their preferred contact method. We will seek to understand our users level of comfort with technology, and support them at their level.

33 S.O.P: Policies Example:

34 S.O.P: Definitions Example: Where our knowledge/reporting is How we communication and stay connect to what is going on The Service Desk Org chart

35 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

36 Smiley Report What is important to you? Answering Rate FCR (First Call Resolution) Abandons Wait time Talk time Cost per Call Customer Survey MTTR (Mean time to resolve)

37 Smiley Report

38 Smiley Report

39 Other Reports Who is your Audience Boss? CIO?

40 Other Metrics

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42 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

43 Service Desk Org Chart SD Analyst SD Analyst SD Analyst Service Desk Manager SD Analyst SD Analyst SD Analyst SD Analyst

44 Service Desk Org Chart Service Desk Manager -Mentorship -Training -Knowledge -Metrics -Trending -Vendor Management -Projects -Change

45 Service Desk Org Chart SD Supervisor SD Analysts Knowledge / Training Service Desk Manager Metrics / Trending Vendor Management Projects / Change

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47 Turn Over

48 Service Desk Org Chart SD Supervisor SD Analysts Knowledge / Training Service Desk Manager Metrics / Trending Vendor Management Projects / Change

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50 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

51 Staff Most important HR

52 Staff

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55 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

56 Intake Tool

57 Intake Tool

58 Phone

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60 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

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63 Incident Intake form

64 Incident Intake Who called Short Description Configuration Item Urgency/Impact Pick Response Priority Assignment Group At Creation vs. Resolution

65 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

66 Knowledge Creation Who is responsible? Make Take the time Set a Goal: 500 Articles

67 Training

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69 What are we going to talk about? 1. Schedule 2. Physical space 3. Team Meetings 4. S.O.P. (Standard Operating Procedures) 5. Metrics 6. Service Desk Organization 7. Staff 8. Intake Tool 9. ITSM Tool 10. Knowledge

70 QCC Questions Comments Concerns

71 Final Thought

72 10 Steps to Go from a Helpless to Helpful Desk Mike Little littlejmichael@gmail.com

73 Thank you for attending this session. Please complete the short evaluation for this session on your mobile device. It is available in your or through the conference app.