november 2008 - virtual help desk
DESCRIPTION
November 2008 - Virtual Help DeskJanet Lankford from CORTTRANSCRIPT
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Managing Virtual HelpdeskJanet Lankford – IT Helpdesk Manager
November 2008
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A Berkshire Hathaway Company
IT & Product Development Department
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A Berkshire Hathaway Company
Overview of Team
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A Berkshire Hathaway Company
Team Members
Application Specialist
• Carol Theriot – New Orleans, LA
• Josie Myers – Hurst, TX
• Jack Mc Ateer – Hurst, TX
• Shaun Darst – Egan, MN
PC Technicians
• Brian Tagli – Hurst, TX
• Paul Dombrowski- Fairfax, VA
• Chad Taylor – Austin, TX
• Jeremy Hyde – Austin, TX
• Chris Gonzalez – Santa Ana, CA
• Larry Kleebauer- SF, CA
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A Berkshire Hathaway Company
Overview of Environment
• 2800 users - Across the United States and London • Windows Active Directory with Windows XP users running
Office 2003• HP Printers• Handheld barcode scanners, barcode printers and remote credit
card machines• Exchange• Blackberry and I-Phone support• 14 In-house applications• 200 servers mostly Virtual machines
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A Berkshire Hathaway Company
Tools Used
• Contactual – Web Based Call Routing System• Track IT – Ticket Tracking System• Bomgar – Remote Access Tool• Exchange Communicator – Instant Message• Wiki - wiki is a page or collection of Web pages designed to
enable anyone who accesses it to contribute or modify content • Question Pro – Survey Tool• Metrics – “If you can not measure it, you can not manage it”
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A Berkshire Hathaway Company
Contactual
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A Berkshire Hathaway Company
Call Volume
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Jan Feb March April May June July August Sept
Number of Call Received in Contactual per Month
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A Berkshire Hathaway Company
Track IT
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A Berkshire Hathaway Company
Number of Tickets Opened in Track It
0
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Jan Feb March April May June July August Sept
Month
Tickets Opened Per Month
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A Berkshire Hathaway Company
Metrics
• Abandoned Rate• Reject Rate• Average talk time• Customer Satisfaction Rating• Calls answered within SLA• Calls answered <=30 seconds
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A Berkshire Hathaway Company
Balanced Scorecard
MTD September August Industry
Metric October Results Results Benchmark
Abandoned Rate 9.51% 15.02% 15.53% <=5%
Average talk time 4.08 3.41 3.37 4 min
Customer Satisfaction Rating 4.6 4.58 4.6 On a scale 1-5, target 4 to 4.59
% of calls answered in less than 30 seconds 90.64 82.90% 87.53% <=30 sec
% of calls answered within SLA 96.66% 92.69% 92.57% 93%
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A Berkshire Hathaway Company
Question Pro – Survey Tool
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A Berkshire Hathaway Company
Question Pro Survey
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A Berkshire Hathaway Company
WIKI
• Common area to post reports, documentation and blogs• Each department within the company has an area
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A Berkshire Hathaway Company
WIKI
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A Berkshire Hathaway Company
Management Style
• Treat each employee as an individual – manage to their needs• Weekly Conference Calls – 30 minute call with a set agenda
– Helpdesk Update
• Review of metrics
– Department announcements
• Monthly One on One Meeting with each employee • Numerous Group IM discussions through out the day• Yearly review for each employee
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A Berkshire Hathaway Company
Training
• Microsoft training• HDI Training
– Support Specialist – 2 technicians passed
– Lead Support Specialist
• Weekly Conference Call – Guest speakers
– Technicians take turns presenting topics
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A Berkshire Hathaway Company
Q and A
• Ask away