HDI Member Discussion Room / HDI Discussion Rooms / Misc. Topics

1st level support creating network/email accounts/Processing Terminations

csetley — Fri, 22 Aug 2008 13:42:04 GMT

My upper management instituted a policy that my level 1 team members also creates New User accounts/Email accounts and process terminations.Last month this resulted in approx 24 hours of work. Now they are asking me for ways to improve the amount of calls that are answered by my team. Even though I have tried to convince them that in my experience, 1st level techs do not normally perform Network Admin Duties as their prime job function is to be available to recieve inbound calls. Please reply and let me know if your first level techs have this responsibility or not.-Thanks

Looking for some input on improving laptop performance - what are your issues - what are you doing? How does your organization deals with managing PC Performance in your environment.

toropeza — Thu, 04 Sep 2008 19:10:22 GMT

Scenario - We are largely a Dell house – with some Lenovo/IBM systems as well. We are currently on Windows XP/SP2. Most of our environment is laptops, most medium size laptops (like Dell D6xx). We do have some smaller (D4xx) systems as well as a larger system. We have quite a few ‘security’ tools on our laptops (Virus, Firewall, Spyware) as well as Marimba Configuration Management and Software Inventory. We use a standard method of imaging our systems – and have a global ‘image’ for all PC systems.

Problem: We get a lot of feedback that the systems are ‘slow’ and that various software has made them ‘slower – most recently Office 2007. We have started to define and gather data about boot and logon time as well as understand what could improve the performance.

Request for Information from you:

What do you do in your imaging and deployment to maintain consistent PC performance?
What do you do in ongoing PC system maintenance to retain consistent PC performance?
Do you have any process that a new application – even a security application – must pass to be added to your system base image?
What do you do about Spyware?

Specific to Exchange –
- Do you use Exchange? Version?
- Do you have mailbox quotas?
- Do you have any policies about pst’s.
- Do you have an email retention and/or archiving processes?
Synopsys Snapshot
Synopsys is a software company in the EDA industry. WE have Information Technology is part of the Finance Organization. Our CIO is Debra Martucci.

Synopsys has around 5200 employees in 80+ sites around the world. Corporate Office is in Mountain View, CA.
IT has 4 groups – Employee Support & Services, Engineering and Core Infrastructure, Corporate Applications and Information Security.

I am glad to exchange more detailed snapshot information if you would like to trade the info.

Ideas for definitions on support levels?

jbernhard — Mon, 18 Aug 2008 13:23:53 GMT

I was wondering if anyone has defined the different levels of tickets? Such as what a low, medium, high and critical constitute.

If anyone has a good idea or a link it would be helpful.

IT Dashboards

rkozak — Thu, 05 Jun 2008 13:31:32 GMT

Are there any "free" dashboard creation tools available.

Sofware support vs. Hardware support

smitchum — Fri, 06 Jun 2008 15:02:41 GMT

I am trying to find data to support the value of software support technicians is just as important as hardware support.

The trouble I am having is there are employees in my department who are at a lesser level that the hardware support techs; and I need something to show HR and our Board of Trustees they are equal in value. Level of Education is the same for both the job requirement and actual level of the individuals in those positions have reached.

Make sense?

Thanks!

Combining Helpdesk and Desktop Support

kmarcus — Tue, 13 May 2008 06:38:07 GMT

I have been asked to explore the possibility of combining my helpdesk personnel with several desktop techs to create a service desk. This service desk would be able to solve the longer calls that my normal helpdesk does not have the time for. The techs would be able to spend more time on new installs/reinstalls, pc maintenance, software licensing, etc. The plan would be to warm transfer calls to them when needed and have them work on new installs and license ordering in between trouble tickets. Basically, it would be a Tier III type desk as I already have Level I's and II's on my helpdesk.

Does anyone have this type of setup currently? Where you have more experienced techs taking transferred calls vs staying in queue? I'm really looking for feedback on the viability of this proposed model. Thanks!

Teleworking and Flex Time

ghartsell — Mon, 12 May 2008 11:28:29 GMT

Hello -

I manage a help desk where we do have one full time teleworker. It works great.

Currently I am sitting on a committee to look at setting an occasional Teleworking option and Flextime ability for the rest of our ITS Organization (about 180 people in the group)

I can speak to my experience with my full time teleworker, but I am curious if anyone can give advice/warnings about offering occasional teleworking to both Exempt and Non-Exempt employees. Additionally anything you have done around Flex time would be great.

Some questions?

- What have you done?

- How does it work?

- How do you monitor?

- What expectations do you set for the employees and supervisors?

- How often do you allow it?

- How do the employees receive it?

Please post or send to ghartsell@csu.org.

Thanks - Gwendy :P

Configuration Management

pmcdavid — Tue, 29 Jan 2008 15:24:50 GMT

Does anyone have a list of the statuses they use for your Configuration Items within your CMDB that you would be willing to share?

Thanks!

Allen

justification for attending 2007 conference

pmcdavid — Tue, 29 Jan 2008 15:24:50 GMT

I've attended two HDI National Conferences, and WOW!! I agree with a related post that the Conference is greater than specific training sessions, most more material and contacts offered in equal or shorter time, much more cost-effective! However, this year, I'm being asked to write a justification for the expense -- I can do that, but if anyone has justification statements they'd share with me, it might bolster my own.

Thanks.

Joy

Defining HelpDesk Structure

pmcdavid — Tue, 29 Jan 2008 15:24:50 GMT

Good Morning!

Are they any helpful resource information on How to define an IT Group Structure such as Tier 1 Tier 2 and Tier 3? books, Internet, recommendations?

Thanks

Anyone going to HDI2007 in Vegas?

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

If so, where do I find these people to talk to?

Reducing Help Desk Calls

pmcdavid — Tue, 29 Jan 2008 15:24:50 GMT

As a Help Desk Manager, one of my initiatives in 2007 is reducing the number of Help Desk calls. I'm curious if any of you have been faced with this challenge and if so, what was your strategy in achieving this objective?

HDI 2007

pmcdavid — Tue, 29 Jan 2008 15:24:50 GMT

Is anyone attending? I haven't heard much discussion on the conference....

Anyone looking forward to it? I am!

Help Desk Calls via the web

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

We have a web version of our call tracking system, which is available to our end user community, allowing them to open a "non-urgent" issue with the Help Desk. I'm sure many companies offer something similar. For us, this method of contacting the Help Desk is rarely used. How do I drive usage up? Does anyone have a success story they'd like to share?

First Call Resolution (FCR)

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

In the past, one way a customer could get an update on outages was to call the help desk and talk to an analsyst. These calls we recoreded as an FCR since the customer got what they needed. We have recently put in an automated attendant. Our customers can now select an option to get system status and never have talk to an analsyst if they so choose. My question to you all is, how to measure the diverted calls (customers get what they need from the auto attendant). Do I measure this as a FCR?--or just calls diverted? I've received mixed input on this--how are you all doing it?

Self-Help Tools

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

We have an online knowledge base available for search by our end users; however it is rarely used. How do you encourage the use of such tools? Unfortunately, our experience has been the customer will take the path of least resistance (i.e., they'll pick up the phone and call the help desk vs. trying to search for the answer themselves).

Helpdesk Rules :)

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Helpdesk Rules

1. DO NOT talk over me. Listen **** it, you can't do what

I tell you to do constantly jabbering bull$@#% over me. I talk...

you listen. Why did you even ask me a question if you are going to

**** answer it?

2. DO NOT call me and then put me on hold. You called me, genius.

You want my help, stay on the stupid line and listen. We have much

better things to do than to talk to you.

Edit* Hmm why didn't they all post

Printable HDI2007?

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Does anyone know if there is a printable version of all the seminar descriptions for HDI2007 available? It is a pain to print them all individiually

Thanks!

SCC Questions

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

To the HDI staff,Had some questions on SCC and figured I was in no rush...so posted instead of calling or emailing. Cause figured also others may be interested in knowing.Also as a suggestion...there should be a main topic in the forums concerning certifications. That way this would not be in the Misc group because I could find nothing applicable to place it under.What I am wondering is that if there is a new company. Like they opened their doors today. Is there a requirement for the SCC for say time in service or anything of that nature? If they are already heading in the right direction and put things in place that gets them on the fast track. They have a comprehensive knowledge management system, and all other things are great. The only aspect that is not tried and tested is really the customers aspect of things and the metrics met (no calls...no metrics). How long would it take to get a really true evaluation for SCC?Thank youSincerelyJerry Crawford

Asset Management

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Is anyone doing asset management? If so what software are you using? thanks, John Senn, Supervisor User Support.

Improving quality of documentation

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

****o

I'm working the Tier 2 desk for our HelpDesk and am wondering if there are any applications or exercises available somewhere that helps with speed and quality of documentation.

I'm trying to find ways our 1st level can improve upon their ticket writing skills and have documentation that states how important it is, but don't know how they can practice their documentation outside of active production calls. So I was wondering if there are any documenting excercises that people use or recommend.

Thanks

Paul Walski

10 Steps to Handling a Customer Call

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Does that title ring a bell with anyone? I'm looking for a simple step-by-step reminder, if you will, of steps that should be taken with every call from acknowledging that the customer has reached the correct number to concluding the call. I'm sure this is convered in the Helpdesk Analyst course but I've misplaced my manuals!

Thanks much.

Jill Clary-Rowe

SCC auditor pre requisites

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

****o,

I would like to know if there´s any programme available for becoming a SCC certified auditor by the HDI. AFAIK there was one programme 2 years ago aprox.

Waiting four your reply

Thank You

Technical Assessments

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Our HR department is encouraging us to come up with technical assessment tests for new candidates. Does anyone know of any resources where I can get some ideas for creating a technical assessment test?

ITIL Job Descriptions

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

I need to write a job description for a Security & Compliance Coordinator with these

Primary Responsibilities –

Security of Customer Data and Regulatory Audits
Software Licensing Compliance
Asset and Inventory Management
Software Change Distribution
ITIL Implementation (CMDB)
Configuration Management

Any ideas on templates or sources? Any help would be greatly appreciated.--Cynthia Ferguson

404 Audit Controls for Incident and Problem Management

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Can anyone share 404 audit controls they currently use for Incident and/or Problem Management? We currently have a list of controls but are trying to realign our control activities with the ITIL framework as well as our business. Hopefully someone has gone through this same exercise.

Starting a new Help Desk

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

****o Group. I have been given the opportunity to start a new Help Desk in my company (a community hospital). Would anyone be willing to share their experience in starting one? I'm interested in hearing how others dealt with issues like changing corporate culture, getting buy-in from lateral managers, both within I.T. and in other departments, and in ways they developed staff to man the phones. My co-managers in I.T. think of this as being primarily a call center, but I would like to make it more than that.I look forward to reading your responses. Thank you.Sincerely,Jason

Looking for some new fresh ideas - Performance Metrics for Agents

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

I have 7 Agents currently who have several measures including:

- ASA (team goal)

- CFC Calculation (which is something we came up with here years ago in the customer call center that works great - it is like occupancy rate - but varies a bit. Promotes being on the call or available to take the call)

- Handle Time of Call

- Case in Queue Time (team goal that looks at currently reducing the time cases sit in their queue before accepting it.

- Average Case Owner Time (Amount of time in hours agent owns a case)

- Project work (varies based on Project)

- Customer Sat (team goal 25% - individual 75%)

Just looking for some new ideas. We used to measure Case Closure at Level 1 percentage - but due to the situation in our organization not much room for improvement until we get some better processes implemented. Will reintroduce in a year or two....

One other thing we look at at the IT level is the percent of cases we close within our goals. Ie. Percent of cases closed within 2 days for High Priority - 95% or higher is the best rating...

Thanks for any new ideas.

Sample Job Description

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Would anyone be willing to share some sample documents or content from service/help desk job postings or descriptions?

Attendance/Tardiness...is it an issue and if so, how is it addressed?

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

I was just curious if attendance/tardiness is an issue at your help desk? If so, how is it handled?

I have 23 first level and 6 second level Help Desk technicians. Our company has a point system to use for attendance; however I have received lots of negative feedback from the associates when following it.

It works as such, for every absence, you accumulate 1 point. If you are late or leave early due to illness, you accumulate 1/2 point. After 6 points, the disciplinary action begins....6 points Informal Discussion, 7 points Verbal Warning, 8 point Written Warning and 9 points Termination. This system applies to a rolling calendar year. For instance, if you are absent on November 6, 2006, you accumulate 1 point, which does not go away until November 6, 2007.

This point system is to be used at the discretion of each department manager (i.e., meaning I do not have to enforce it with my group). The problem is if I do not use it, I feel as though attendance/tardiness would be widely abused within my group.

I'm just curious as to what practices other Help Desks follow. I'm interested in hearing what others enforce and possibly finding another alternative.

Thanks!

How is everyone celebrating national customer service week?

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

I'm looking for new ideas on how to celebrate this next week with my team. This would be the 4th consecutive year we do something, so I'm looking for fresh ideas.

Anything different and fun would be perfect!

Looking for information on nationwide median ratios of support techs/no. users supported

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Does anyone have a good link to information of this type?

Sharon S. Pritchett, HDA

Helpdesk Manager

Information Systems Department

Ogletree, Deakins, Nash, Smoak & Stewart, P.C.

Administrative Offices

918 South Pleasantburg Drive

Greenville, SC 29607

Tel: (864)240-5962

Email: sharon.pritchett@ogletreedeakins.com

Web: www.ogletreedeakins.com

Incident Management System - tool names

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

We are looking to pen a catchy name that folks will recognize for the incident management system we are implementing. Any good ideas that others have used to name their incident management systems???

Exchange vs open source?

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

My organization is starting to consider and is moving towards an open source solution for email and some other areas. My primary concern is the functionality that can be lost by going to a linux solution. Microsoft is feature packed and handles calendaring, tasks and email very well.

The main problem is that there is a major divide amongst linux admins and windows admins. However, the there are only 2 linux admins for the 6 Windows admins. Those 2 admins have a direct ear, which is why things are changing. My concern is the users are starting to see the ramifications to the changes and quite frankly are starting to express their concerns. LDAP, vs AD, calendaring issues, and slowness to receive emails to name a few.

Have any of you had similar issues? If so, how did it turn out?

Thank you,

Dan

Help Desk/Support Center Consolidation

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

I was asked a few months ago (right before attending the HDI Conference in Nashville) to lead a project to look at the benefits and challenges of consolidating our Internal Help Desks with our Customer Call Center. Then a couple of days ago a Focus Series Book on this very topic shows up on my desk from HDI - talk about timing!!! Our Group has just started to meet to look at this.

My question is - anyone been through this. Basically all we have been asked to do is look at the benefits, challenges and what we need to do to overcome the challenges to make this happen. We are a Public Utilitity with about 8 Help Desks (Technical Help Desk, HR, Facilities, Safety, Training, etc) I currently run the Technical group and came from the Customer Call Center where I worked for 3 1-2 years before coming to the Techy group.

Anyway - if anyone has any good sucess stories, lessons learned or thoughts - I would love to hear them.

Gwendy Hartsell

Creating Level 2 Help Desk

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Sorry this posted several times-Everytime I tried posting I received errors. All but one can be deleted.

Whats in a Name ?

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Our company has one corporate head-office and about a dozen branches offices. Each office, corporate and the branches, has a "Help Desk" per se.

For Corporate, we are a small group who support both Corporate and some branch staff and the branches call us when they can't resolve issues at their branch. We strive for ITIL compatibility and develop processes and workflows to improve efficiency and effectiveness.

For the branches, their "Help Desk" is usually one technician who doesn't use any incident tracking software, fixes things 'on the fly' and is the only person who knows the network & systems at the branch.

In the past, the Corporate Help Desk had a title that included the city location - ie: Help Desk New York. Gradually, I've been moving away from using the city location in our name and towards re-branding the Corporate Help Desk to "Corporate Help Desk".

Here's my question ... is this the best type of name to use? I'd like to keep the "Help Desk" part of the name but I'm wondering about the "Corporate" part... should we be moving to a more generic "<company name>'s Help Desk" ?

Thoughts? Comments?

Creating Level 2 Help Desk

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Please help...we are a help desk of about 55 analysts structured Analyst I, Sr. Analyst I, Analyst II, Sr. Analyst II. We support Internal users on a variety of technologies. We are working towards creating an official Level II, so I'm looking for ideas and researching how other companies are structured. How are Level 2 analysts focused? Are they staffed same as Level 1? What are their responsibilities? Any help is appreciated.

Thanks!

Creating Level 2 Help Desk

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

Thanks!

Support Center Certification - Anyone been through the process lately?

pmcdavid — Tue, 29 Jan 2008 15:24:49 GMT

I'm considering working towards going through the Support Center Certification process. Can anyone share their experiences with me on the process?

How many others out there are Support Center Certified?

Any feedback would be greatly appreciated.

Thank you!