Posted: Wed Mar 25, 2009 4:47 pm Post subject: Global Helpdesk Hand Over Process between regional Helpdesks
We are a global coporation and have 4 regional helpdesks: EMEA/APJ/AMER/Latin AMER in 4 locations, each helpdesks provide the 5x8 support, and we setup the call routing between regions, so the call could be route to the on duty regional helpdesk after the local office hours. Right now, we would like to setup a clear global hand over process between regional helpdesk in order to improve the efficiency for cross region support.
I wonder if anyone have the similar situation and if there is any guideline for such process, like how we do the handover between regional helpdesks and what we should hand over to the next region effectively and efficiently.
Joined: Sep 16, 2006 Posts: 3477 Location: London, UK
Posted: Wed Mar 25, 2009 6:49 pm Post subject:
When I ran the SD for the corp where we had an SD in London & Honolulu
As this SD were a 24x7 shop.. we handled it this way
The duty mgr was the trigger. The Duty mgr on each side would be a morning / evening setup 8 hours overlap. At the end of the evening DM, a snyposis of tickets - major tickets etc - and a conference call would be held to discuss
checklist includes - stale tickets - those hanging around
major incidents etc
Until the 2 DMs (HI/UK) conduct the hand over, the turnover did not happen
the hand over was usually done one hour before or after the phones switched - as HI is 10 hours difference from london
This worked quite well
U should take the HD time scope against the 24 gmt clock and set the mgrs hand off 1/2 hour to 1 hour before or after the region takes over the primary
There should be a spam mail from the primary as well as the old primary to the region team lead/mgrs as well as to the staff
Ignore the fact that the people are in 4 different locations. They are supporting one corp under time constraints _________________ John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
Posted: Tue Mar 31, 2009 1:34 pm Post subject: Thanks!
Thank you very much for sharing this and currently we are planning to do the hand over by mail (which is sent at the end of one regional SD's worknig time). But we sometimes find the hand over might be duplicate with some ad-hoc information which shared when it happens, for example, if there is an outage happens in the mid of APJ and APJ team lead will send a mail to the rest regional SD as we might have some overlapping support time between regional SD, if we send the information at the end of the working day, it might already late for the next region to be prepared.
I just wonder which information should be included in the hand over in order to make it more efficient.
Posted: Thu Jun 11, 2009 3:05 am Post subject: Re: Global Helpdesk Hand Over Process
I was involved in the running of a 24x7 follow the sun Service Desk that moved from APAC > EMEA > AMER and back again.
The best way for us to handle the handover process was much akin to UKVIKING.
At the designated handover time the agent responsible (usually a primary response role) would review all of the open tickets, and major/global outages.
These items would be placed on a handover email and sent on to the next shift.
Then, to check the phone redirection and the receipt of the email, the closing shift would call the Service Desk number and confirm the details of the handover with the starting shift.
This left nothing up to chance (email delays, unclear instructions, or phone redirection faults) and proved a success in keeping the global team aware of the Service Desk status.
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