Monitoring And Improving Quality Information Technology Essay

Organizations need to alter this attack to Proactive, by traveling from traditional aid desk to modern aid desk, A fixes the jobs at beginning, gathers and disseminates information, A eliminates communication spread and acquire end user ‘s feedback to guarantee their degree of competency, service quality and behavior.A The successful aid desk uses the information, which it gathers to do the concern instance for having resourcing, or to give its voice influence.A

Today ‘s competitory environment requires that IT departments go more sensitive and antiphonal to concern demands. However, old ways of associating to stop users have made IT staffs insular and unaware of what happens at the front lines of their organisations. IT leaders have to react by developing a new relationship with their terminal users, based on unfastened coaction.

Background:

This company is in concern of trading derived functions. Company trade these derived functions from three locations ; New York, London and Tokyo. Each of these locations serves the clients from all over the universe. Company uses many IT services to transport out their operation swimmingly.

It has a centralized- individual point of contact aid desk, which cater to all these stakeholders. However, we have to plan the aid desk demands like how to form the operation, what should be the standards to judge the service degree etc

Analysis:

First, we should analyse the types of issues help desk may hold to cover with. As there are two types of users, so the types of job they may confront will be different. End-user or investors may confront issue related to their “ User history ” , jobs such as User ID blocking, some sort of minutess losing, questions about new merchandises etc. Similarly, internal staff or employees may confront issue associating to package malfunctioning, connectivity etc. Therefore, we can categorise it loosely in two classs ; one proficient issue and other non-technical or general information related issues.

Now, we must analyse it farther. Both proficient and non-technical issues will hold few jobs which are common or which tend to happen once more because of deficiency of information to users. For illustration, how to make an history or how to login or how to merchandise on the package, such questions are really common. However, there can be issues, which may happen seldom like add-on of a new restraint in the application, such issues will necessitate customization of package while in non-technical issue, these will be acquiring particular blessing from higher direction for which more clip is required.

Therefore, issues can be categorized as:

Technical

Park

Rare

Non-technical

Park

Rare

Further, assist desk may confront issue based upon precedence, urgency. For illustration, there may be instances where investor has lost his/her user Id or watchword and non able to merchandise it, this should be treated as pressing and must be given higher precedence. Similarly, if Company ‘s GM is non able to work on the services, so it must be give higher precedence.

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Therefore if we summarize, help desk should categorise issues in following categorize:

Technical

Park

Priority degree

Rare

Priority degree

Non-technical

Park

Priority degree

Rare

Priority degree

Staffing demand

From the assorted types of issues we analyzed in old subdivision, we can calculate out that company will be needed different accomplishment set in the staff. Common non-technical issues can be solved by a non-technical staff ; there is no demand for a proficient individual to manage that. Similarly, common proficient inquiries should be answered by a proficient individual, who can understand proficient footings. While to work out the customization of the applications, we need proficient staff.

Therefore, we should hold a squad comprised of people both technically accomplishment and unskilled. However, as current base of clients is really less ( 500 ) and internal staff is located at three locations merely, we should non anticipate much calls from the users. Therefore, I suggest here to travel with proficient staff for both proficient and non-technical work ; nevertheless, expertness should be different to manage different undertakings.

Staff allotment

Now we have skilled staff who can manage both proficient and non-technical issues. We should hold aid desk for

Flat 1support:

Peoples who possess really good communicating accomplishments and can understand basic proficient footings and merchandises cognition. For this, if company has to supply basic preparation to the employee, it should make that. These people will log the issue and solved the common at real-time if they can else they will send on that to level 2 with precedence assigned.

Flat 2support:

Degree 2 support should hold staff that can pull off the issues and papers assorted incidents. They should be knowing about both proficient facet like constellation and non-technical issues. These individuals will work out the issue if they can or else they will send on to level 3.

Flat 3-support:

Level 3-support squad will be the nucleus proficient squad that will be compromised of proficient expert ‘s people. This squad will work out the issue if they do non necessitate any major alteration in the functionality and if they need to make any major alterations, so they will hold to inquire for “ Request for alteration ” .

Software needed

To transport out the aid desk operation swimmingly, we will be needed few package that should be capable of pull offing following functionality:

It should supply basic issue log screen for degree 1 squad. Issue can be logged with all properties like client Id, name, client inside informations, issue type, precedence etc

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Software should be able to mention to antecedently stored history or cognition database to propose to level-1 squad the optimum solution.

Level-2 squad should be able to track and acquire notification whenever level-1 squad submit that for level-2

Level-2 squad should be able to work out those incidents and subject it to level-3 if they want.

Solutions of the issue should be stored in cognition base with detail history at any phase.

If Level- 3 squad privation to raise “ RFC- petition for alteration ” , they should be able to make that.

RFC should be sent to the authorized individual with detail history of the issue.

Level-3 squad should be able to treat the major alteration merely acquiring blessing from authorised individual.

Sample of Issue log

Following properties should be stored in a issue log screen:

Issue ID

Issue Name

Description / Background

Customer Id

Customer name

Category type

Issue precedence

Assigned to

Current position

Concluding solution

Resolved day of the month

Remarks

Procedure Flow chart

Employees

End user- Investors

HELP DESK – Degree -1 Team

Solved?

No

Yes

HELP DESK – Degree -3 Team

Solved?

No

Yes

Save in Knowledge base

HELP DESK – Degree -2 Team

RFC sent for blessing

Solved?

No

Yes

Yes

Got approved

Level-3 squad modifies the RFC and sent once more

Monitoring and Improving Quality

Help desk should be guided with a mission statement to follow a way. In our instance, we should hold mission statement as “ To supply 24 * 7 friendly first point of contact to each of our stakeholder ” . There should be clear guidelines for the aid desk squad about the service degree they offer. For assorted types of issues, service degree should be defined. Following guidelines should be given:

All issues which are common and with precedence degree 1 should be resolved within 15 proceedingss of issue logged.

All issues which are common and with precedence degree 2 should be resolved within 30 proceedingss of issue logged.

All issues which are common and with precedence degree 3 should be resolved within 60 proceedingss of issue logged.

All issues which are rare and with precedence degree 1 should be resolved within 60 proceedingss of issue logged.

All issues which are rare and with precedence degree 2 should be resolved within 3 hrs proceedingss of issue logged.

All issues which are sent to level 3 support squad should be solved within a twenty-four hours.

All issues, which are sent for RFC blessing by level-3 support squad, should be solved within a twenty-four hours of acquiring blessing.

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Furthermore, client satisfaction study can be a great tool to mensurate the public presentation of the aid desk. We should execute client satisfaction study sporadically say after 6 months. Following inquiries could be asked from clients:

Apart from this, company should hold a public presentation measuring matrix. In our instance, following matrix can be a good tool:

Measurement

Beginning

Frequency

ACD Prosodies

A

Average Abandonment Rate

MorningReport

Daily/Weekly/Monthly

Average Call Handling Time

MorningReport

Daily/Weekly/Monthly

Average Speed of Answer

MorningReport

Daily/Weekly/Monthly

Ticket to Name ratio

MorningReport

Daily/Weekly/Monthly

Time available

ACD Data

Daily/Weekly/Monthly

Attendance

A

Time on the occupation

Time Sheet

Daily/Weekly/Monthly

Entrance clip

Time Sheet

Daily/Weekly/Monthly

Quality

A

A

Share of work burden

Help Desk Management

Daily/Weekly/Monthly

Clarify tickets

Help Desk Management

Daily/Weekly/Monthly

Customer Feedback

A

A

Electronic mail

Help Desk Management

Daily/Weekly/Monthly

Satisfaction Surveies

Quality Management

Random/Annual

Management observations

Help Desk Management

Daily/Weekly/Monthly

Telephone calls

Help Desk Management

Daily/Weekly/Monthly

Monitoring calls

Help Desk Management

Daily/Weekly/Monthly

Problem Tracking System ( cases/tickets )

A

A

Data consistence

Quality Management

Daily/Weekly/Monthly

Accuracy

Quality Management

Daily/Weekly/Monthly

Follow through

Help Desk Management

Daily/Weekly/Monthly

First Contact Resolution

MorningReport

Daily/Weekly/Monthly

Case Management

Help Desk Management

Daily/Weekly/Monthly

Information Security

A

A

Ability to keep entree rights

Security, Help Desk Management

Monthly

Interpersonal Skills/Communications

A

A

Team

Help Desk Management

Daily/Weekly/Monthly

Management

Help Desk Management

Daily/Weekly/Monthly

Customers

Help Desk Management

Daily/Weekly/Monthly

Team Building

A

A

Sharing of information

Help Desk Management

Daily/Weekly/Monthly

Performance Appraisal

King & A ; Spalding

Help Desk Management

Annually

Service Level understanding

Service degree understanding or SLA should hold following content to mensurate the aid desk public presentation:

Types of service offered

Technical issues

Network issue

Applications issues

Product/trading questions

Hours of operation

Help desk will supply service 24 * 7 to all staff.

Method for bespeaking aid:

Telephone call: ( 1800-XXX-XXX_XXXX )

Electronic mail: help desk @ XYZ.com

Response clip

The aid desk will do every attempt to decide issue at clip of service call. Help desk will log the issue and delegate the precedence.

All issues which are common and with precedence degree 1 should be resolved within 15 proceedingss of issue logged.

All issues which are common and with precedence degree 2 should be resolved within 30 proceedingss of issue logged.

All issues which are common and with precedence degree 3 should be resolved within 60 proceedingss of issue logged.

All issues which are rare and with precedence degree 1 should be resolved within 60 proceedingss of issue logged.

All issues which are rare and with precedence degree 2 should be resolved within 3 hrs proceedingss of issue logged.

All issues which are sent to level 3 support squad should be solved within a twenty-four hours.

All issues, which are sent for RFC blessing by level-3 support squad, should be solved within a twenty-four hours of acquiring blessing.