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Service Desk Managers Improvements & Changes - Coggle Diagram
Service Desk Managers
Improvements & Changes
Service Desk Team
'Back to basics' training
Limit project work for team while we get back to our main responsibility.
Regional Handover
Unactioned ticket management
Managing expectations
Dedicated resource to answer phone calls and new TOPdesk calls
e.g. shift roles and responsibilities
Handbook for team
Relaunch Service Desk to business
Mitigating direct contact to SD analysts
Assignment / action of tickets outside of analsyst region. (How we maintain support when waiting for users in different regions?)
Example ticket: T2009-2479
Communitcations
Standard information required for all comms
Region / office affected
Benefits / reason for doing
Times - relevant to each office / region or 'x local time'
Pilots
Projects
Procedures
Joiners
Leavers
Moves and Changes (Transfer / Secondment / Promotion)
ACD
Call waiting
Using correct codes
Availability