Posted: Tue Jul 15, 2008 12:19 am Post subject: Introducing Assignments
Hi there, I want to introduce assignments to a Service Desk (I'm new to the job in this company).
Currently there are no assignments at all, and with over 70 open calls on average for one product alone, it's going to be nigh on impossible to even begin managing these!
I don't want to do individual assignments - this is because there are only a couple of SD agents that are permanently on SD, the others are consultants who cover a couple of days a week each.
I was thinking about generic assignements, ie 1st level calls, 2nd level calls etc, but wondered if there were any other considerations I should make when thinking about the types of assigment I will need.
I suppose one of the issues is that I will only have 3 agents on one call type at one time, so any more than 3 different assignment groups might be unmanageable - I'm not sure.
Any help/advice greatly received.
Joined: May 23, 2008 Posts: 18 Location: Toronto, ON, Canada
Posted: Sat Jul 19, 2008 5:40 am Post subject:
Kingof, not sure what you are asking for exactly. I have managed a number of helpdesk/service desk's in my career and anything that the team could not resolve on first call was assigned to specialist teams (typically the other functional areas of IS) to resolve. The service desk team then followed up to ensure that tickets were updated and resolved within target resolution times. the goal of your desk should be to manage the incident process such that service is restored as quickly as possible.
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