it service desk session 2013

New Team Organization Front of House Rules Schedule Strategy for Assigned task Issues

1. Focus on the career future 2. World Class Performance 3. Professional Aspect

Lessen drop calls at least 50% from 2012

Lessen tickets aging and customer complain

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)

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

Front line support Provide interim solution to prevent

disrupption Manage tickets aging Escalating tickets to 2nd level support

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

Strickly comply on 15mins conversation

Reformat all MSI unit or replace for new unit

Session for Service Desk Agent every monday