Posted: Tue Jan 24, 2006 8:50 pm Post subject: Idle service desk
We recently rolled out the service desk for the company and I am new to heading this up. They work mainly from the ticketing system and update and chase incidents for the company as standard. However often there isn't really much for the agents to be doing during quiet times. Does anyone have any other work that the service desk should be doing on a regular basis? Change management is being introduced soon for them but it wont be for a few months yet.
As you are experiencing there is frequently the opportunity to take advantage of Help Desk Operator down time to complete other work. Bear in mind that this other work could be admin duties from other areas of the business.
Some thoughts that may or may not be relevant to your setup:
Issue of consumable items
Processing of new configuration items (e.g. labelling up and entering in your CMDB)
Technical training to improve first time call resolution
Documentation of service desk or other ICT processes, procedures, and tasks
Administration of the ICT section of your company intranet
Help Desk hints e-mailed weekly to users
Pro-active problem identification/trend analysis to aid the problem management process
Monitoring outstanding issues and chasing/escalating where necessary
Brushing up on other skill/business areas that will aid them in improving their service to end users
The list could go on but hopefully that gives you a starting point
- run the daily reports to see progress of Incidents
-> are Incidents progressing as expected?
-> any Incident that is going to breach OLAs or SLAs?
-> any Incident that should be escalated?
[NB: SD can do the same type of work for standard changes...]
*Triggering problem mgt activities:
- is there a rise of certain type of Incidents?
- do some Incident show a common symptom?
- do some Incidents come over and over agin?
=> time to trigger some Problem mgt activities...
*Knowledge mgt related activities:
- any Incident diagnosis script or resolution script that is not up to date or that should be documented?
- updates of the knowledgebase
etc... _________________ Better have remorse than regrets
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