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ITIL :: View topic - Idle service desk
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Idle service desk

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Joined: Jan 24, 2006
Posts: 1

PostPosted: Tue Jan 24, 2006 8:50 pm    Post subject: Idle service desk Reply with quote


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.

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Senior Itiler

Joined: Jan 20, 2006
Posts: 172
Location: England

PostPosted: Wed Jan 25, 2006 7:56 am    Post subject: Reply with quote

Hi there,

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 Smile
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Joined: Jan 17, 2006
Posts: 13
Location: France

PostPosted: Thu Jan 26, 2006 7:25 pm    Post subject: Reply with quote


*Incidents monitoring and tracking:

- 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

Better have remorse than regrets Wink
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