helpdesk services
DESCRIPTION
Helpdesk servicesTRANSCRIPT
© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained
herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
IT Helpdesk Services
A Public Listed IT Services company with 10 years in operations, headquartered in Hyderabad, India
One of the fastest growing IT companies in India
Specializes in providing Managed IT Services
Strong Business Acumen with Technology Leadership
SEI-CMMi Level-3 company, ITIL compliant processes, ISO 9001 and 27001 certifications
Global Operations Command Center (GOCC) and remote delivery center in Hyderabad, India
World-class delivery engine delivering solutions to 40+ Fortune 500 companies and 150+ Global 1000 companies
Best-in-class top tier technology alliances and domain intensive Centers of Excellence (CoEs)
Highly capable global team
Strong balance sheet and is well capitalized
GSS Introduction
2
GSS Helpdesk Services
Service Descriptions• Provide First Level Extended Support for
Infrastructure and Applications
• Receipt, analysis, classification, recording of incidents
• Catch , Log and Dispatch calls
• Password resets
• Remote Logging-in to the point of failure and applying relevant SOP for resolution
• Pro-active monitoring using enterprise tools
• Reporting
24 x 7 Dedicated as well Shared Desk
@ Customer Requirements
COST RED
UCTIO
N
Hig
h En
d U
ser E
xper
ienc
e
Application & Infrastructure Environment Change support
Voice(1800-xxx)
Chat
Agent
End User
OnsiteSupport
Servers/Desktops/Applications
Infrastructure and Application Support (Vendor/OEM) (l-4)
Cate
gori
zatio
n
Reso
lutio
n
Logg
ing
Helpdesk (L-1)
Esca
latio
n
Tech
nica
l Sup
port
(L-2
)
Prac
tition
ers
Supp
ort (
L-3)
CDBM
Call log DB
Knowledge Shop
Reports/Graphs
Discovery/Assets
Alerts/Notifications
Staging
3
GSS - ITIL Based Service Delivery
HELPDESK
Main Activity Sub-Activity
Service Request Detecting & RecordingAnswering calls
Creating/populating tickets
Service Request Classification & Matching
Use Knowledge Base/SOP’s to troubleshoot incidents
Classify & prioritise incidents
Service Request escalationEscalation to L2
Updating of tickets
Customer Communication
Follow-up on ticket status
Customer interface
Customer follow-up
Service Request closure Ticket closure
4
Response(Is it taken care
of ?)
Resolution
(How long ?)
Measure
Control
Incident Life Cycle
Controlling Points for GSS Helpdesk Services
- Acknowledge ticket
- Response Warning to support staff (Mail)
- Deviation mail to supervisor
- Aged Ticket review
- Escalation of non acknowledgement
and resolution
- Regular ticket review
- Average resolution
time
- Resolution time warnings to support staff(email)
- Deviation mail to supervisor
- Periodic survey
- Review of survey
- Formal & informal mechanism
- Take corrective action
Ticket received Ticket in Queue Ticket resolved Ticket closed
Follow-up(What is
happening ?)
Performance
(How well ?)
5
GSS Helpdesk Transition Framework
During the planning phase, a Knowledge Transfer Plan will be created. Stakeholders will be identified, project assumptions will be validated, and SLAs will be identified and defined. During this phase, a Communication Plan will also be defined
During the transition Phase, knowledge transfer (KT) will take place followed by Shadow and Primary support. The KT sessions will lead to the creation of System Appreciation documents and KM database
During the Steady State Phase, the full strength team will be delivering as per scope of services.
Continuous Improvement is constantly taking place once the Steady State Phase is reached. Periodic reviews to identify areas for improvement will take place. As a result of these continuous improvements, further improvements in quality and productivity will be gained
Transition Planning Transition Execution / Shadow supportA
ctiv
ity G
roup
ing
& S
eque
ncin
g
Ris
k A
sses
smen
t
Kno
wle
dge
Tra
nsfe
r
Det
aile
d da
ta
colle
ctio
n
To-B
e To
ols
&P
roce
ss d
esig
n
Set
up o
ffsho
re
supp
ort
Prim
aryS
hadow
Rev
erse
Sha
dow
Steady State
Improved service
Better
Process
es
Updated
Know
ledge base
Rev
iew
Req
uire
men
ts
Env
ironm
ent
Info
rmat
ion
Due Diligence
Knowledge Transfer
Shadow Support
Steady State
SLA Measurement starts
X WEEKS Y WEEKS
6
Draft SLA Freeze SLAs Measure SLA Review
Institute set of processes & methodologies to enable metrics collection & monitoring
Online Dashboards and Periodic Reporting
Process Improvements through Best Practice
Alignment
Transition Period x Months
Baseline Benchmark
• Identify the best - in -class metrics
• Finalize performance metrics based on current levels and benchmark
Transition
• Initiate managing of SLAs
• Ramp -up the metrics to the desired levels as agreed
• Sustain the metric
Improve
• Identify improvement opportunities through ITILBest Practices
• Implement, control and measure improvement initiatives
Transform
• Evolution of metrics to beyond operational performance
• Identify target metrics to align to business objectives of customer
y Months
Determine currentservice levels through data gathered from ACD and vendor reports and from Customer definedexpectations
GSS SLM Model for Helpdesk Services
7
GSS Quality – Helpdesk Service Management
Adherence to Scheduled Tasks e.g.. Administration Activities,
Reporting, etc
Incident Management Performance: Adherence to Support SLA’s, FCR , Resolution Times and
customer satisfaction
Infrastructure Availability and performance SLA
Process Improvements SLA’s
Call Statistics from Helpdesk tool
Quantitative measurement Qualitative Measurement
Feedback from stakeholders CSAT surveys
Performance and Availability statistics from monitoring
tools
None
Activity logs, timesheets and adherence to existing
schedules and policiesNone
Trending of call statistics & availability data
Periodic benchmarking against ITIL standards
Agent Responsiveness: % call answered, Average talk
time etcCall Statistics from ACD CSAT surveys
8
GSS Helpdesk CSAT ProcessObjectives• Ascertain user happiness over the operations• Identify the areas of improvements • Implement actions and Monitor
Key Focus Areas of Study• Courtesy and Promptness of the helpdesk• Availability of the helpdesk staff• Expertise of the staff – Technology, soft skills • Ability to resolve the requests in timely
manner • Ability to resolve the request successfully the
first time around• Timelines of the updates regarding the ticket
status
CSAT
Helpdesk Metrics Management
Help Desk
Call Analysis
Average Call
Resolution Time
Customer Satisfacti
on Survey
Call Respons
e
Call Volume Statistics
FCR drill down
Quality Audits
Again Analysis
9
GSS Key Differentiators – Helpdesk Services
Regular reviews of SLAs to improve Service to users
Ownership of tickets by Helpdesk and regular follow ups with users / L2 team as required
Effective, periodic reporting and improvement plans
Cross trained staff. Additional trainings not to impact Service to users
Routine Quality checks to ensure proper ticket / call handling
Ongoing updates to user information as required
Dedicated training program for language skills
Appropriate staffing levels to ensure SLA adherence
Helpdesk can guide users with Self-Service options available
10
Sample SOP
11
12
Sample Metrics
12
Value Delivered
Set up a dedicated NOC and provide Infrastructure support in a Managed service model to a Publishing & Distribution company
Drivers
Expensive 24/7 support model
Business
Expensive infrastructure management
Data insecurity
Service Rendered
Applications Monitoring
Tier 1 Incident Management
Business Process Monitoring
24/7 Client Files MonitoringResolution Management
Client File Monitoring
Productivity maximizatio
n
VFMEnd User
ExperienceEnd User
Experience
Current Weekly volume between 150 to 200
X
17
Case Study - Large Publishing & Distribution firm
Managed Services Model
13
Q & A
14
© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com