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ITIL :: View topic - How do you handle walk-ins?
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How do you handle walk-ins?

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Joined: Jul 28, 2014
Posts: 1

PostPosted: Tue Jul 29, 2014 7:38 am    Post subject: How do you handle walk-ins? Reply with quote


Currently I'm having trouble handling walk-in users and I'm wondering how other service desk managers are handling them.

I work on a small size company (~50 employees), our service desk (3 technicians) only provide internal services.

I wanted the users register request/incidentes or by e-mail or by ITSM portal but they always prefer to go directly to the technician.

The objective of this is to have metrics, build a KEDB and have a better control over requests and incidents.

I tried to make the technician responsible for the request/incident registration but as the users request they directly they always register when the request/incident is already solved.
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Joined: Aug 05, 2014
Posts: 9

PostPosted: Wed Aug 06, 2014 6:50 am    Post subject: Reply with quote

In my opinion you cannot avoid such situations, because the help desk is for users and shouldn't be protected from them (unless you close the door:)

Think about implementation of following things:
1. Make registration of the ticket extremely easy for Users:
- nice email address plus stickers with this email address everywhere,
- integration with web browser
- just an icon on Windows desktop
- small mobile app on their smartphones
and also checking their status later on

2. Integrate your ticketing tool with VOIP in order to have ticket automatically registered

3. When the user come to SD, then IT SD technician should immediately register the ticket, explaining the user that this way for example he could check his previous tickets or inventory

4. Metrics for SD technicians (make their bonuses dependent on it, but be careful - first measure, later apply KPIs)

5. Educate, educate and educate your end users at any occasion that:
a) they should use self service as much as possible
b) would be great if they call over the phone first
c) then they can go in person and ask
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