● Here are a few
● Here are a few example queries for your reference:
example queries for your reference:
▪▪
Please provide me the list of top 5 investors in E-Commerce Sector in India and list of
Please provide me the list of top 5 investors in E-Commerce Sector in India and list of
top companies they have invested in.
top companies they have invested in.
▪▪
I am not able
I am not able to download the report on Blockchain Sector from your platform. Could
to download the report on Blockchain Sector from your platform. Could
you please help me with that?
you please help me with that?
▪▪
My account status is showing as inactive even though we have processed the
My account status is showing as inactive even though we have processed the
payment. Can you please help?
payment. Can you please help?
● Depending on query, it can either be resolved by the custo
● Depending on query, it can either be resolved by the customer support department itself or
mer support department itself or
can be raised to any other relevant department.
can be raised to any other relevant department.
● Org structure of the
● Org structure of the Customer Support team is as follows
Customer Support team is as follows
- There are
- There are Executives, who report to
Executives, who report to
Managers, who in turn report to an AVP.
Managers, who in turn report to an AVP.
There are many factors to consider while designing ticketing system. These factors include
There are many factors to consider while designing ticketing system. These factors include
contact channels, hours of operation, language, customer base location,
contact channels, hours of operation, language, customer base location, security and many other
security and many other
items. These are the
items. These are the core foundation decisions to make to build
core foundation decisions to make to build your policies and processes on.
your policies and processes on.
Many factors will influence the
Many factors will influence the way in which a Service Desk
way in which a Service Desk function will be physically structured,
function will be physically structured,
such as the location, languages and cultures of end users, diversity in services and technology
such as the location, languages and cultures of end users, diversity in services and technology
supported and the objectives governing the implementation of the Service Desk such as
supported and the objectives governing the implementation of the Service Desk such as
improved satisfaction or reduced operating costs.
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Cancel Anytime.1. Please design the Blueprint (i.e. top-level
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Cancel Anytime.2. How can we distribute the tickets received among the Executives for resolution? What are the
2. How can we distribute the tickets received among the Executives for resolution? What are the
different options and what is your recommendation?
different options and what is your recommendation?
Ideas for Managing the Customer Support Ticket Queue
Ideas for Managing the Customer Support Ticket Queue
Every customer support team will eventually hit a point where the volume of support tickets or
Every customer support team will eventually hit a point where the volume of support tickets or
emails grows large enough that a new process is needed. How to tackle those customer requests,
emails grows large enough that a new process is needed. How to tackle those customer requests,
and which to tackle first, can vary significantly.
and which to tackle first, can vary significantly.
Most of my support experiences have employed radically different strategies to decide
Most of my support experiences have employed radically different strategies to decide the order
the order
in which tickets are addressed. A lot of factors come into play, such as subject matter,
in which tickets are addressed. A lot of factors come into play, such as subject matter,
technicality, free users vs. paying users, the SLAs (service level agreements) your team or
technicality, free users vs. paying users, the SLAs (service level agreements) your team or
company has, skill sets of your individual teammates, and much more.
company has, skill sets of your individual teammates, and much more.
While all of these processes differ, they are equally beneficial for support-queue organization.
While all of these processes differ, they are equally beneficial for support-queue organization.
Here are seven ideas to help
Here are seven ideas to help you better manage your company’s support queue.
you better manage your company’s support queue.
1. First-Come, First-Served vs. Picking and Choosing
1. First-Come, First-Served vs. Picking and Choosing
For smaller teams, it’s generally best to help on a first
For smaller teams, it’s generally best to help on a first-come, first-served basis. That means
-come, first-served basis. That means
tackling the oldest tickets first.
tackling the oldest tickets first.
On the other hand, picking and choosing is a great way to give
On the other hand, picking and choosing is a great way to give customers with tougher problems
customers with tougher problems
the attention they deserve and those with simpler problems a faster reply.
the attention they deserve and those with simpler problems a faster reply.
While picking and choosing those “easy”
While picking and choosing those “easy” tickets is an enjoyable and simple
tickets is an enjoyable and simple practi
practi
ce, those same
ce, those same
tickets are also the ones you could stop from coming in altogether by creating knowledge base
tickets are also the ones you could stop from coming in altogether by creating knowledge base
articles for common issues. If the documentation already exists, you can experiment with
articles for common issues. If the documentation already exists, you can experiment with
surfacing it in other areas of your project.
surfacing it in other areas of your project.
2. Using Roles
2. Using Roles
When it comes to timing and
When it comes to timing and SLAs, if you’re trying to get
SLAs, if you’re trying to get your response time down, you can try a
your response time down, you can try a
few different options. The first is to split your team up and ask half to tackle the newest tickets
few different options. The first is to split your team up and ask half to tackle the newest tickets
while the other half tackles the oldest.
while the other half tackles the oldest.
It is most beneficial to define a few rotating positions on support and assigning to one or two
It is most beneficial to define a few rotating positions on support and assigning to one or two
people during the day at different time periods
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Cancel Anytime.This allowed for the team to offer a percentage of users a super quick response to absolutely
This allowed for the team to offer a percentage of users a super quick response to absolutely
“wow” them, a
“wow” them, and helped lower queue volume for the rest of
nd helped lower queue volume for the rest of the team working on older tickets.
the team working on older tickets.
There is a mental aspect involved with queue volume, and in most situations, overall team morale
There is a mental aspect involved with queue volume, and in most situations, overall team morale
and motivation picks up when working from a quickly shrinking queue.
and motivation picks up when working from a quickly shrinking queue.
3. Priority Support
3. Priority Support
As volume continues to grow, you
As volume continues to grow, you might start putting some of the focus
might start putting some of the focus onto your paying users.
onto your paying users.
Try to give tickets from users on our Business, Business Plus, and Infrastructure plans a look
Try to give tickets from users on our Business, Business Plus, and Infrastructure plans a look
before working from the oldest tickets. This is based on the philosophy that if they are paying
before working from the oldest tickets. This is based on the philosophy that if they are paying
more, you should give them more
more, you should give them more attention.
attention.
This isn’t to say you should incentivize upgrades to higher plans for priority
This isn’t to say you should incentivize upgrades to higher plans for priority support, as free users
support, as free users
generally need the most help. That being
generally need the most help. That being said, companies like MailChimp are
said, companies like MailChimp are taking the opposite
taking the opposite
approach. MailChimp only provides email support to those on a paying plan. That i
approach. MailChimp only provides email support to those on a paying plan. That i s because they
s because they
do a fantastic job of creating and surfacing their documentation to users. Putting that
do a fantastic job of creating and surfacing their documentation to users. Putting that
requirement in place helps them focus on users who
requirement in place helps them focus on users who are paying to get more out of
are paying to get more out of the product.
the product.
4. Working from an
4. Working from an Unassigned Queue
Unassigned Queue
Now what about assigning tickets? Most teams handle this in a similar fashion, automatically
Now what about assigning tickets? Most teams handle this in a similar fashion, automatically
assigning the ticket to the person who first
assigning the ticket to the person who first responded. This allows them to follow up
responded. This allows them to follow up with a reply
with a reply
in their personal queue or view, and they are primarily responsible for the entire interaction,
in their personal queue or view, and they are primarily responsible for the entire interaction,
along with finding a solution to the problem. Entire support team works from an unassigned
along with finding a solution to the problem. Entire support team works from an unassigned
queue.
queue.
The support crew should do a job of leaving notes on next steps for the next person who lands
The support crew should do a job of leaving notes on next steps for the next person who lands
on the ticket. Most of the time, there is plenty of
on the ticket. Most of the time, there is plenty of detail included in the previous reply to the user.
detail included in the previous reply to the user.
Anyone
Anyone can land on a thread, know what’s going on
can land on a thread, know what’s going on within seconds, and then help the customer
within seconds, and then help the customer
with next steps. This also helps give faster responses, as tickets don’t get stuck in anyone’s
with next steps. This also helps give faster responses, as tickets don’t get stuck in anyone’s
personal queue. If the customer replies, everyone can see
personal queue. If the customer replies, everyone can see it and anyone can reply.
it and anyone can reply.
5. To Triage or Not to
5. To Triage or Not to Triage
Triage
Some teams purposely hire support members who are
Some teams purposely hire support members who are strong in one area. These teams also
strong in one area. These teams also often
often
triage tickets to their teammates. Sometimes the manager will assign tickets to those with
triage tickets to their teammates. Sometimes the manager will assign tickets to those with
relevant strengths and other times, triage
relevant strengths and other times, triage will be a rotating role
will be a rotating role on the support team. Each week,
on the support team. Each week,
one person could be responsible for keeping an eye on the queue and volume per teammate and
one person could be responsible for keeping an eye on the queue and volume per teammate and
assign tickets accordingly. This ensures a personalized experience and the highest quality
assign tickets accordingly. This ensures a personalized experience and the highest quality
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Cancel Anytime.set up a workflow to assign relevant conversations to teammates based on tagging particular
set up a workflow to assign relevant conversations to teammates based on tagging particular
types of issues.
types of issues.
Another approach is to have your ticketing system auto-assign tickets to teammates so they are
Another approach is to have your ticketing system auto-assign tickets to teammates so they are
evenly distributed. This ensures that everyone has something to work on, even if it isn’t b
evenly distributed. This ensures that everyone has something to work on, even if it isn’t based
ased
on a particular skill set.
on a particular skill set.
6. Setting Up Tiers
6. Setting Up Tiers
Triaging and assigning
Triaging and assigning don’t
don’t always have to be based on subject matter; it could also be based
always have to be based on subject matter; it could also be based
on the technicality of the issue. Some support teams work in different ti
on the technicality of the issue. Some support teams work in different ti ers.
ers.
A three-tier support organization is typical of a larger support structure with responsibility for
A three-tier support organization is typical of a larger support structure with responsibility for
many systems, often distributed, and
many systems, often distributed, and with many end-users.
with many end-users.
In this model, a primary
In this model, a primary help desk (super help desk) at tier one
help desk (super help desk) at tier one focuses on rapid response to many
focuses on rapid response to many
calls. Usually an automated help desk tool is used by the primary help desk. There may be expert
calls. Usually an automated help desk tool is used by the primary help desk. There may be expert
system support to walk the help desk personnel through questions that they may ask to
system support to walk the help desk personnel through questions that they may ask to
document the call. The emphasis is on information gathering and closure of the call so that the
document the call. The emphasis is on information gathering and closure of the call so that the
next call can be
next call can be fielded. The desk does minimal fault
fielded. The desk does minimal fault management activity. Note that where the
management activity. Note that where the
user community will accept its use, an automated call distribution/interactive voice response
user community will accept its use, an automated call distribution/interactive voice response
(ACD/IVR) system should be able to log
(ACD/IVR) system should be able to log and route many of the calls
and route many of the calls with minimum primary help
with minimum primary help
desk staff intervention.
desk staff intervention.
Using the tool, each call is logged with supporting information. If the request is for general
Using the tool, each call is logged with supporting information. If the request is for general
information, or can be resolved with the support information available, the call is categorized
information, or can be resolved with the support information available, the call is categorized
and closed. If the super help desk cannot respond, the call is closed, and a trouble ticket is
and closed. If the super help desk cannot respond, the call is closed, and a trouble ticket is opened
opened
and escalated for action to the appropriate next tier of support.
and escalated for action to the appropriate next tier of support.
The three tier support organization functions in the following manner:
The three tier support organization functions in the following manner:
· Primary help desk procedures support rapid routing and categorization of problems so that each
· Primary help desk procedures support rapid routing and categorization of problems so that each
problem is most effectively
problem is most effectively forwarded. The procedures identify response service levels
forwarded. The procedures identify response service levels required
required
for calls.
for calls.
· The second-level help desk responds to the trouble tickets forwarded from the primary help
· The second-level help desk responds to the trouble tickets forwarded from the primary help
desk, and to alarms generated by automated tracking systems. They have prime responsibility
desk, and to alarms generated by automated tracking systems. They have prime responsibility
for the resolution of the problem.
for the resolution of the problem.
· The third tier
· The third tier is comprised of experts that advise and may solve
is comprised of experts that advise and may solve very difficult systems problems,
very difficult systems problems,
but primarily the burden of response rests with the
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Cancel Anytime.Customer queries are not all the
Customer queries are not all the same. You solve a vast
same. You solve a vast variety of problems, questions, and issues
variety of problems, questions, and issues
every single day. Add tags
every single day. Add tags and setup filters on your tickets in
and setup filters on your tickets in order to get a better
order to get a better grasp on various
grasp on various
support topics. Or use tags to
support topics. Or use tags to differentiate important customers. Even add tags to existing tickets
differentiate important customers. Even add tags to existing tickets
in order to sort and filter
in order to sort and filter through your tickets easily.
through your tickets easily.
Tags can be used in a hundred different ways. By examining and testing these different
Tags can be used in a hundred different ways. By examining and testing these different
approaches, you can take a bit from each and create an efficient process to manage the queue.
approaches, you can take a bit from each and create an efficient process to manage the queue.
It’s not a one
It’s not a one-size-fits-all approach, but there are benefits of each that you can implement to
-size-fits-all approach, but there are benefits of each that you can implement to
improve the way your team manages their support queue.
improve the way your team manages their support queue.
At the very least, try working from an unassigned queue, from oldest to newest tickets. This
At the very least, try working from an unassigned queue, from oldest to newest tickets. This
ensures your entire team is getting equal exposure to the issues stemming from your project and
ensures your entire team is getting equal exposure to the issues stemming from your project and
also ensures customers are being helped in the order they
also ensures customers are being helped in the order they emailed in. Next, start experimenting
emailed in. Next, start experimenting
with filters and tagging to pick up on
with filters and tagging to pick up on the issues that make up the majority of your
the issues that make up the majority of your support tickets.
support tickets.
Once you figure out what’s generating the highest volume of reques
Once you figure out what’s generating the highest volume of requests, you can work with your
ts, you can work with your
team to add, improve, or resurface help documentation to answer your customers’ questions
team to add, improve, or resurface help documentation to answer your customers’ questions
and reduce your support load.
and reduce your support load.
Now that you’ve cut your queue down to the most important tickets, you can further optimize.
Now that you’ve cut your queue down to the most important tickets, you can further optimize.
Define what makes a high priority ticket and begin to filter, tag, and then prioritize those. Once
Define what makes a high priority ticket and begin to filter, tag, and then prioritize those. Once
you know which tickets to tackle first, begin to assign roles and start triaging. Every team and
you know which tickets to tackle first, begin to assign roles and start triaging. Every team and
product are different, so leave room for
product are different, so leave room for experimentation.
experimentation.
Each option will have upsides and downsides depending on your product and how your team
Each option will have upsides and downsides depending on your product and how your team
operates. While there is no “right” way
operates. While there is no “right” way to tackle your support queue, testing several approaches
to tackle your support queue, testing several approaches
will help your team f
will help your team f ind the right fit, resulting in maximum efficiency and delighted cus
ind the right fit, resulting in maximum efficiency and delighted cus tomers.
tomers.
Make sure your agents always have their optimal load. Define how
Make sure your agents always have their optimal load. Define how many tickets, chats and phone
many tickets, chats and phone
calls they can handle. Automatically rotate phone duty, set
calls they can handle. Automatically rotate phone duty, set pause times and let them
pause times and let them rest when
rest when
they need it. Save the time of your support agents and fight against spam with automatic spam
they need it. Save the time of your support agents and fight against spam with automatic spam
filtering in your help desk.
filtering in your help desk.
3. An Executive had received a query with incomplete information and had replied to the customer
3. An Executive had received a query with incomplete information and had replied to the customer
seeking the missing information. However, the customer is not replying on email or any other
seeking the missing information. However, the customer is not replying on email or any other
medium. What should the Executive do? What are the different options and what is your
medium. What should the Executive do? What are the different options and what is your
recommendation?
recommendation?
Recommendation:
Recommendation:
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Cancel Anytime.Step 2: Look for
Step 2: Look for past queries sent by the same
past queries sent by the same customer to gaze any missing pointers, information
customer to gaze any missing pointers, information
or flow in the
or flow in the ticket at hand and resolve it accordingly
ticket at hand and resolve it accordingly
Step 3: Keep your supervisor in
Step 3: Keep your supervisor in loop and park the ticket to shield i
loop and park the ticket to shield it against agreed SLA.
t against agreed SLA.
Step 4: Keep following up with the customer on daily basis. Keep looking for alternate avenues
Step 4: Keep following up with the customer on daily basis. Keep looking for alternate avenues
to contact customer.
to contact customer.
Step 5: If customer does not reply
Step 5: If customer does not reply by deadline close the ticket.
by deadline close the ticket.
4. Please suggest top MIS reports that you would monitor to ensure that the designed ticketing
4. Please suggest top MIS reports that you would monitor to ensure that the designed ticketing
system is working properly.
system is working properly.
Key ticketing system metrics and KPIs
Key ticketing system metrics and KPIs
1.
1.
Ticket volume trends:
Ticket volume trends:
Total number of tickets handled by the
Total number of tickets handled by the helpdesk and their patterns
helpdesk and their patterns
within a given time frame
within a given time frame
2.
2.
First call resolution rate:
First call resolution rate:
Percentage of incidents resolved by the first level of
Percentage of incidents resolved by the first level of support (first
support (first
call or contact with
call or contact with the help desk).
the help desk).
3.
3.
SLA compliance rate:
SLA compliance rate:
Percentage of Queries resolved within the agreed SLA time.
Percentage of Queries resolved within the agreed SLA time.
4.
4.
Support Personnel bandwidth utilization:
Support Personnel bandwidth utilization:
Working hours vs billed hoursWorking hours vs billed hours5.
5.
Cost per ticket:
Cost per ticket:
The total monthly operating expense of IT support, divided by The total monthly operating expense of IT support, divided by the monthly ticketthe monthly ticket volume.volume.
6.
6.
Lost business hours:
Lost business hours:
The number of hours the business is down because IT services are
The number of hours the business is down because IT services are
unavailable.
unavailable.
7.
7.
Infrastructure stability:
Infrastructure stability:
A
A highly
highly stable
stable infrastructu
infrastructure
re is
is characterized
characterized by
by maximum
maximum
availability, very few
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Cancel Anytime.and proactive support, it must
and proactive support, it must
decrease over time.
decrease over time.
Total
Total
resolved
resolved
tickets
tickets
The total number of tickets resolved in the time
The total number of tickets resolved in the time
period selected. This number remains constant
period selected. This number remains constant
irrespective
of
the
time
breakdown
irrespective
of
the
time
breakdown
(day/week/month/qua
(day/week/month/qua
rter/year)
rter/year)
chosen.
chosen.
Must
increase
over
time
Must
increase
over
time
The number of tickets resolved
The number of tickets resolved
is a way to measure agent
is a way to measure agent
productivity.
However,
it
productivity.
However,
it
should always be read along
should always be read along
with the number of tickets
with the number of tickets
received and the number of
received and the number of
agents added to the helpdesk.
agents added to the helpdesk.
Total
Total
unresolved
unresolved
tickets
tickets
The total number of tickets that remained
The total number of tickets that remained
unresolved at the end of the time period
unresolved at the end of the time period
selected. This number remains constant
selected. This number remains constant
irrespective
of
the
time
breakdown
irrespective
of
the
time
breakdown
(day/week/month/qua
(day/week/month/qua
rter/year)
rter/year)
chosen.
chosen.
Must decrease over time
Must decrease over time
Unresolved tickets need to be
Unresolved tickets need to be
constantly kept in check as it
constantly kept in check as it
becomes more and more
becomes more and more
unmanageable with the growth
unmanageable with the growth
of the company.
of the company.
Average
Average
received
received
tickets
tickets
The average number of tickets received per
The average number of tickets received per
day/week/month/quarter/year (depending on
day/week/month/quarter/year (depending on
the time breakdown selected).
the time breakdown selected).
Must decrease over time
Must decrease over time
Average
Average
resolved
resolved
tickets
tickets
The average number of tickets resolved per
The average number of tickets resolved per
day/week/month/quarter/year (depending on
day/week/month/quarter/year (depending on
the time breakdown selected).
the time breakdown selected).
Must increase over time
Must increase over time
Average
Average
unresolved
unresolved
tickets
tickets
The average number of tickets that remain
The average number of tickets that remain
unresolved in a day/week/month/quarter/year
unresolved in a day/week/month/quarter/year
(depending on the time
(depending on the time
breakdown selected).
breakdown selected).
Must decrease over time
Must decrease over time
Sample MIS dashboard
Sample MIS dashboard
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Cancel Anytime.6769141
6769141 Saturday, Saturday, November November 24, 24, 2018 2018 12-Dec-1812-Dec-18 In In Progress
Progress under under reviewreview 7697167
7697167 Sunday, Sunday, November November 25, 25, 2018 2018 12-Dec-18 12-Dec-18 ParkedParked
Waiting for missing information from Waiting for missing information from customer
customer 4581289
4581289 Monday, Monday, November November 26, 26, 2018 2018 12-Dec-18 12-Dec-18 Open Open To To be be assignedassigned 9505850
9505850 Tuesday, Tuesday, November November 27, 27, 2018 2018 12-Dec-18 12-Dec-18 Closed Closed completedcompleted 1517874
1517874
Wednesday, November 28, Wednesday, November 28, 2018
2018 12-Dec-18 12-Dec-18 In In Proress Proress under under reviewreview 2167597
2167597 Thursday, Thursday, November November 29, 29, 2018 2018 12-Dec-18 Parked12-Dec-18 Parked
Waiting for missing information from Waiting for missing information from customer
customer
Sample MIS report
Sample MIS report
6. Design a MIS report to monitor if we are doing a good job at resolving tickets within ETAs
6. Design a MIS report to monitor if we are doing a good job at resolving tickets within ETAs
communicate
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Cancel Anytime.*note: Similar reports can be generated on daily, weekly, monthly, quarterly and yearly basis.
*note: Similar reports can be generated on daily, weekly, monthly, quarterly and yearly basis.
Sample MIS report
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Cancel Anytime.Annexure:
Annexure:
The following are some of the
The following are some of the main options chosen implementing a Service Desk function:
main options chosen implementing a Service Desk function:
1.
1. Local Service Desk
Local Service Desk
A local Service Desk structure is where the
A local Service Desk structure is where the Service Desk is co-located within or physically close
Service Desk is co-located within or physically close
to the user community it serves. This
to the user community it serves. This may aid in
may aid in communicatio
communication and give the Service
n and give the Service Desk a
Desk a
visible presence which some users may like. It
visible presence which some users may like. It may however be inefficient and expensive to
may however be inefficient and expensive to
have multiple Service
have multiple Service Desks operating.
Desks operating.
Benefits of a Local Service Desk structure
Benefits of a Local Service Desk structure
* Local and specific user knowledge
* Local and specific user knowledge
* Ability to effectively
* Ability to effectively communicate with multiple languages
communicate with multiple languages
* Appropriate cultural knowledge
* Appropriate cultural knowledge
* Visible (and physical) presence of the
* Visible (and physical) presence of the Service Desk
Service Desk
Disadvantages of a Local Service
Disadvantages of a Local Service Desk structure
Desk structure
* Higher costs for replicated infrastructure and more staff involved
* Higher costs for replicated infrastructure and more staff involved
* Less knowledge transfer, each Service Desk may spend time rediscovering knowledge
* Less knowledge transfer, each Service Desk may spend time rediscovering knowledge
* Inconsistency in service levels
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