November 2008 - Virtual Help Desk

Managing Virtual HelpdeskJanet Lankford – IT Helpdesk Manager

November 2008

A Berkshire Hathaway Company

IT & Product Development Department


Overview of Team


Team Members

Application Specialist

• Carol Theriot – New Orleans, LA

• Josie Myers – Hurst, TX

• Jack Mc Ateer – Hurst, TX

• Shaun Darst – Egan, MN

PC Technicians

• Brian Tagli – Hurst, TX

• Paul Dombrowski- Fairfax, VA

• Chad Taylor – Austin, TX

• Jeremy Hyde – Austin, TX

• Chris Gonzalez – Santa Ana, CA

• Larry Kleebauer- SF, CA


Overview of Environment

• 2800 users - Across the United States and London • Windows Active Directory with Windows XP users running

Office 2003• HP Printers• Handheld barcode scanners, barcode printers and remote credit

card machines• Exchange• Blackberry and I-Phone support• 14 In-house applications• 200 servers mostly Virtual machines


Tools Used

• Contactual – Web Based Call Routing System• Track IT – Ticket Tracking System• Bomgar – Remote Access Tool• Exchange Communicator – Instant Message• Wiki - wiki is a page or collection of Web pages designed to

enable anyone who accesses it to contribute or modify content • Question Pro – Survey Tool• Metrics – “If you can not measure it, you can not manage it”


Contactual


Call Volume

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Number of Call Received in Contactual per Month


Track IT


Number of Tickets Opened in Track It

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Tickets Opened Per Month


Metrics

• Abandoned Rate• Reject Rate• Average talk time• Customer Satisfaction Rating• Calls answered within SLA• Calls answered <=30 seconds


Balanced Scorecard

MTD September August Industry

Metric October Results Results Benchmark

Abandoned Rate 9.51% 15.02% 15.53% <=5%

Average talk time 4.08 3.41 3.37 4 min

Customer Satisfaction Rating 4.6 4.58 4.6 On a scale 1-5, target 4 to 4.59

% of calls answered in less than 30 seconds 90.64 82.90% 87.53% <=30 sec

% of calls answered within SLA 96.66% 92.69% 92.57% 93%


Question Pro – Survey Tool


Question Pro Survey


WIKI

• Common area to post reports, documentation and blogs• Each department within the company has an area


WIKI


Management Style

• Treat each employee as an individual – manage to their needs• Weekly Conference Calls – 30 minute call with a set agenda

– Helpdesk Update

• Review of metrics

– Department announcements

• Monthly One on One Meeting with each employee • Numerous Group IM discussions through out the day• Yearly review for each employee


Training

• Microsoft training• HDI Training

– Support Specialist – 2 technicians passed

– Lead Support Specialist

• Weekly Conference Call – Guest speakers

– Technicians take turns presenting topics


Q and A

• Ask away

Technology

November 2008 - Virtual Help Desk