An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.
From : Communities>>Ask Your NetworkWe hired an answering service for about $100 a month who makes sure they get a live person on the phone with the customer. We have a list of people that rotates but no one is actually "on call." Whoever answers the phone gets overtime. We give 2 hours for each phone call because we believe this is how much personal time is disrupted to take one. We take people off who are on vacation or out sick. The answering service goes down the list until they get a hold of someone. If the answering service [More]
From : Communities>>Ask Your NetworkHi Joshua, When I worked at DePaul University we had student employees staff the labs. They were mostly their for "how to" questions and to just monitor the lab and it was a good place for them to get some experience during the semester. We then had a full time, 2nd level team that would come in for equipment failures that could not be fixed by the onsite students. ------------------------------ Andrew Mikulec Supervisor, IT Service Desk CDW Corporation ------------------------------
From : Communities>>Ask Your NetworkWe don't really do regular on-call anymore, there just wasn't enough calls to support keeping it up. Plus since we have tech support in various locations (US, UK, Singapore) it can usually bubble up after hours using a follow-the-sun method. That being said, when we did do it, to my recollection here are some of the process points we had: On-call rotate bi-monthly (sometimes weekly, depending on how staffed we were) Calendar was visible in our ITSM system of who was coming on / when Person coming [More]
How long have you been measuring the same set of metrics in your support center? It’s very easy to slip into the habit of reporting the same things each week or each month without taking into account how your company or organization is changing. You should regularly review what you are measuring and see if you need to continue measuring each item, as well as think about whether there are other things you should measure.
Who’s having an impact on the way we think about technical support and service management today? These individuals are active in the technical support and service management community, as practitioners and/or consultants, and every day they share insights on the challenges you face and the future of the industry. If you aren’t following these thought leaders now, you should be!
Problem management focuses on determining the root cause of one or more incidents, identifying temporary workarounds, and applying permanent fixes so that incidents don't happen again. Often, when IT organizations first stand up a formal problem management process, the technical staff are hesitant and unsure as to when to open a problem record. To address this challenge, you will want to develop a clear list of the criteria for when a problem record must be opened.