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We have multiple programs at least 3 main ones that are very complicated. As a Help Desk Technician of only being in the company for a couple months, would it be beneficial to have a "secondary" training course? I mean that we have a week of training on all the systems, then it's off to the phones. I believe, for me anyways, that after some experience with troubleshooting the systems that I would learn and remember more if there was one more training or an overview course. As a Help Desk, would this time spent training a second time be beneficial and cost effective? I am curious if you know of companies that have training in this fashion and if it has been proven beneficial.
Training on applications is always recommended; experts debate which is more effective, bootcamp-type training or training after some initial expereince. As long as you get the training you need, when you get it is less important. Either you know what to do or you don't and either you have been taught to do something or you haven't; either you feel confident or you don't. Generally speaking, training is always a wothwhile endeavor & every industry study in the last 30 years tells us that the more effective the training program, the more productive the employee will be. I recommend that you suggest a second round of training; you're probably not the only person that feels this it is needed. From an accounting perspective, training should have its own Return On Investment (ROI) calculated and if the trainer is any good, its not hard to perform. HDI has a Focus Book that can be downloaded that explains the process. Hop this helps & thanks for asking.
   
We were handed an new KPI to use for our agents and we are trying to figure out if A it is valid and B if it is what does it really tell us. I am a little puzzled because when I apply this formula some of my better agents dont look as good, at least people I consider to be good. So my question is what do you think of this formula and do you think it is a valid indicator of agent performance. The Formula is: (%resolution rate*total interactions)/Avg handle time(in secs)
I kniow I'm going to get yelled at by someone for this, but I think this is a formula with limited use. Its purpose seems to be an attempt to measure the number of transactions completed in a defined timeframe. I can see where that is a valuable KPI, BUT, you can ONLY do so in a STATIC environment--unless you use a stats program or calculus. The formula will not work if the variables in it are constantly changing, otherwise you are trying to calculate a moving target. *If I were reviewing this for whoever sent it to you, I'd suggest to him/her that they test in your department for a week. I don't think it will work, I don't see what information they trying to gain, and I don't see what value the information will have even if you could calculate it. *Equally important is the question, "Can you calculate it easily or quickly?" If you can't do either, calculating it isn't worth the time or effort. *Another question is, "How will the information be used?" It seems to be an attempt to measure productivity, but it is a VERY clumsy way to do so. If I can help in any other way, contact me at info@marex-na.org
   
We're about to merge with another company - we use Magic 7.5, they use an old version of remedy. Initially, we will be joined but will be operating seperated. We may have users from the others sites, hence what is the best way to share information between helpdesks until you have time to merge into 1
you ask an excellent question and the situation you are facing is one we see often. I don't have enough information to give you any detailed advice but I will suggest the following initiatives: 1. Data Migration-Start planning for the technical task of combining the two databases now. That is a complex project all by itself, so the sooner you start, the better. Your first task is to decide what application you want to use. Contact the two vendors and get their advice ASAP and be prepared to spend some money on consulting fees. I recommend that you hire the vendors to assist you with the migration; it will save you time and pain in the long run. 2. Choose one highly motivated, mature, knowledgeable help desk staff person from each existing help desk and send them to the other help desk. There job is to learn everything about their new family members, make friends, understand processes, procedures, technology and culture, and report back to their "Home" help desks. These two people will form the nucleus of your consolidation team in the long run. In the short run, their job is to make friends and determine processes and procedures on how to share information between the two HD's. Choose these people carefully! 3. Start planning for a complete consolidation of the two HD's NOW! Depending on their sizes and the complexity of what is being supported, it can take 6 months to a year to plan the consolidation. It is a huge amount of work to do it right; doing it wrong is easy. You and your leadership have to make a decision about the which way you want to go. You need to develop a taskforce people from both operations and A. Identify your current strengths and weaknesses; document them. Be honest with yourselves--this is not a time to be let egos and fear get in the way. B. Look for areas of commonality that both operations can use immediately; document; C. Document these strenghts, weaknesses and commonalities; take the best of each and prepare your people; D. Draft a plan to implement the consolidation; it should be as well planned as a heart transplant and be executed with the same degree to sophistication. E. Draft a Change Management Plan as part of the consolidation plan. People tend to fear and distrust change and change management is one of your most difficult challenges. You are about to undertake one of the most difficult tasks that an organization can attempt. Your success depends on how well you plan and execute it. Please feel free to contact me directly at info@marex-na.org if I can help in any other way. Good Luck!
   
We're currently preparing a paper for service desk support and would like to know if you any statistics regarding the average number of service desk calls per user per year. Thank you.
I'm afraid I can't help you on this one because "the average number of service desk calls per user per year" will depend on what sector of the economy you are looking at (Healthcare, higher ed, government (local, state, federal), retails, etc. There is so much diversity in the "Support industry" that these general definitions have become imprecise. Call volume will also depend on what is being supported, when, customer training and alternatives (to name a few).
   
What are some industry standard Service Desk reports which would satisfy Upper management ? We offer 24/7 global support. 13 agents approximately 12,000 requests per month.
I recommend that you begin to adopt the Balanced Scorecard (BSC) Service Model as your approach to management reporting. The BSC Model divides all metrics into: Customer Satisfaction, Employee Satisfaction, Cost/Productivity & Organization Maturity. Each one of these four areas has goals that you & your management have identified & then you choose Key Performance Indicators (KPIs) for each goal. HDI has an excellent & inexpensive book called "The Metrics Reference Guide" that describes the entire process. You can also download an HDI Focus Book called, "Using Service Goals & Metrics to Improve Help Desk Performance" that is short & easy to read & makes for a great tool to develop your metrics program. You can also define your metrics under the headings of Response(Avg Speed of Answer, for example) Resolution(First Call Resolution Rate), Customer Satisfaction(Surveys & Customer Comments), and Administration(Cost per Call, Email, etc.). As you can see you have several options to choose from. Have you asked you managers what they are looking for? It all depends on what they are expecting. If you need more assistance, feel free to contact me on the HDI Forums. There is a discussion thread relating to metrics there. Just open a new discussion topic and I'll get the message & get back to you.
   
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