it service desk session 2013
TRANSCRIPT
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New Team Organization Front of House Rules Schedule Strategy for Assigned task Issues
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1. Focus on the career future 2. World Class Performance 3. Professional Aspect
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Lessen drop calls at least 50% from 2012
Lessen tickets aging and customer complain
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No bags allow on the workstation Workstation should be Clean Up Eliminate distraction during duty like
personal celphone, psp and other gadgets
Strictly Compliance on Tardiness and Absences(Nina)
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Back up Email GSM Closely monitor all tickets aging and
escalated Compliance Report on Tardiness and
Absences of their Agent Dispatch and Liquidate Field Engineer
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Front line support Provide interim solution to prevent
disrupption Manage tickets aging Escalating tickets to 2nd level support
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Avoid technical words translate in lemans term
All pending email issue should be retain on INBOX
Update client for any development of concern
Sending confirmation to client (template) Survey
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Strickly comply on 15mins conversation
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Reformat all MSI unit or replace for new unit
Session for Service Desk Agent every monday