ITS Help & Service Desk Portfolio 2014

Transcription

1 ITS Help & Service Desk Portfolio 2014 Philipose, Ruby R, IT Manager The University of Texas at Austin, Information Technology Services, Customer Support Services 1 P a g e

2 ITS Help & Service Desk Portfolio Terminology

3 Table of Contents Contents Help Desk Terminology... 3 About the ITS Help & Service Desk... 4 ITS Help & Service Desk Training... 8 ITS Help & Service Desk Reporting... 9 ITS Help & Service Desk Annual Report... 9 ITS Help & Service Desk Monthly Sample Report ITS Help & Service Desk Weekly Status Report (Actual) College of Natural Sciences Report (Actual) Annual Report for College of Liberal Arts ITS Help & Service Desk Agent Reporting Weekly Student Consultant Report Help Desk Representative Reports HD Rep Fall 2014 Report Call Monitoring & Agent Report Cards are done monthly for every Agent Employee Satisfaction Current/ Future Initiatives P a g e

4 About the ITS HD&SD

5 Help Desk Terminology Incident Management: term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence. These incidents within a structured organization are normally dealt with by either an Incident Response Team (IRT), or an Incident Management Team. Types of Incidents are trouble tickets, non- IT service requests, and IT service provisioning requests. KPI s: (Key Performance Indicators) - Continuous improvement requires that each process needs to have a plan about how and when to measure performance. While there can be no set guidelines for the timing of reviews; the how question can be answered with metrics and measurements FCR: (First Contact Resolution or First Call Resolution) - is considered to be the most important metric according to many customers. If a customer calls in and has their issue resolved before the call ends, this counts positively toward first contact resolution. It's not hard to see why this is important to a customer: they want their issue resolved as quickly as possible with as little intervention on their part. If a customer has to be transferred to another office, if their trouble ticket needs to be referred to another group, or if the customer has to contact us again about the same issue then we haven't resolved their issue at first contact. CSI: (Customer Satisfaction Index) When you resolve a trouble ticket, the customer is sent a survey asking them to rate their experience with the Help Desk. On a scale of 1 (very dissatisfied) to 5 (very satisfied), they are asked to rate their satisfaction. ASA: (Average Speed to Answer) tracks how long it takes a customer must wait between the time they dial our phone number and the time they reach a consultant on the other end of the line. If you have waited on hold for customer service, you can attest to how aggravating long hold times can be. SME: (Subject Matter Expert) - is a person who is an authority in a particular area or topic. Re-queued Calls: when a call is not picked up it queues it to the next agent Copyright 2014 CA. All rights reserved 3 P a g e

6 About the ITS Help & Service Desk Purpose The ITS Help Desk provides students, faculty, staff, alumni, and guests at The University of Texas at Austin with a centralized point of contact for computer help, questions concerning ITS services, and the support for the university s business operations. What do we support? What Links ITS Products and Services Business Operations of the University Personal Machines ( no hardware/best effort) Windows Macs (OSX) Linux (coming soon) IT Departmental Referrals/Escalations Directory of all IT Departments on campus Hours of Operations Phone and Support Monday through Thursday, 8 a.m. to 10 p.m. Friday, 8 a.m. to 6 p.m. and Weekends: noon to 5 p.m. Service Desk Monday through Friday, 8 a.m. to 6 p.m. Flawn Academic Center (FAC) L 4 P a g e

7 Help Desk Staffing Roles Support Role Job Description Help Desk Specialist Tier ii Level 2 Subject Expert Matter on ITS Services, Liaison to Tier 3 support, reporting, root cause analysis, documentation, CRM contact, and other duties as assigned. Help Desk Representative Tier i/ii Level 2 Subject Expert Matter on ITS Services, and Tier i support for phones, service desk, and -when on phones they are more geared to faculty and staff support Help Desk Shift leader Tier I student/operational A Senior Consultant supervises the operations of the help desk, in addition to performing Tech and Consultant duties. They manage staffing and match resource to demand. The report IT outages or service degradation. Help Desk Tech Tier i student Student position performing Consultant duties plus: nextlevel password resets, desktop queue shifts, peer coaching and training, and wiki/project work and when on phones they are more geared to student and guests support Help Desk Consultant Tier i student Student position that does Tier i support when on phones they are more geared to student and guests support Help Desk Trainee Tier i student Student Probationary position that is being trained on help desk consultant tasks Help Desk Team Lead operational Quality Control Specialist that oversees consultant performance, metrics, reporting and call monitoring for all level 1 or student staff. Tech Editor III operational Oversees the knowledge management at the help desk for both the wiki and public pages Training Specialist II operational Oversees training, process improvement, hiring, and scheduling at the help desk 5 P a g e

8 Help Desk Operational Software/Tools Footprints The ticket tracking system that we use in order to view and respond to customer s. Consultants also use it to create tickets after every call that they take for monitoring and communication purposes. T-Metrics Agent tool T-Metrics ACD is the new Automated Call Distributor that is in place since January 8, 2009 for Help Desk Consultants and Staff. This is the software we use to direct calls to available consultants and measure our progress with T- metrics reporting which is live and ad-hoc. Help Desk Wiki Help Desk Metrics Tools Our internal Knowledge base Displays reporting metrics by agent for a period of time at the ITS Help Desk Help Desk Metrics Tool Desktop Viewer (Bomgar) Remote software can only navigate with mouse cannot take full control. Active Directory authenticated. ITS Desktop Viewer (Bomgar) GMT Planet Workforce Management Software is an enterprise-level workforce management solution which the ITS Help Desk & Service Desk currently uses to handle employee scheduling. Other tools are used that are attached to IT services. (for example: EID Admin tool for EID password reset/lookup, and look up tool for Office 365/ on-premise) 6 P a g e

9 Numbers of Seconds c ustomer are waiting in the queue 10:00 17:00 12:00 19:00 9:00 16:00 7:00 14:00 8:00 16:00 60 Second Call Response SLA According to the Help Desk SLA, we endeavor to answer 75% of our phone calls within 60 seconds. This is strongly related to the ASA metric above, and determined in much the same way. We don't want customers to have to wait more than 60 seconds to speak to a human. The Help Desk's SLA with Customer is to: answer 75% of phone calls within 60 seconds. ACD Reporting: Below are the types of call center reports we can generate from T-metrics. 1. Total calls per agent or per skill 2. Call Response SLA 3. Unanswered Agent Calls 4. Queue Holding Times 5. Non-Available Times 6. Abandoned Calls 7. Agents Status Report Queue wait times Shortest Wait Shortest Wait Avg Wait Longest Wait Tuesday Wednesday Thursday FridaySaturday 7 P a g e

10 On the Job Training Top Services Incident Handling Communication Introduction Customer Service

11 ITS Help & Service Desk Training The Help Desk Training program is meant to introduce new Help Desk employees to the environment at the Help Desk and prepare them to handle our customers in a professional and knowledgeable manner. Average time for training: 4-6 weeks for student employees who average to work 19 hours a week. Average time for training for full time employees is 3-4 weeks. On the Job Top Services Incident Handling Communication Introduction Customer Service Our training is cut up into 6 phases: Introduction Phase: learn about the ITS organization, tour of the desk, who are we, learn about online tools, HR Policies & procedures, Help Desk policies, and training expectations & responsibilities. Customer Service Phase: We have adopted a customer service training program called We Care. We talk about active listening, customer perception, dealing with customer stress behavior, dealing with difficult customers, and how to prepare for consistent professional service. (Activities of stress behavior identifications are done) Communication Phase: We address written communication such as ticket writing and responses, we also talk about verbal and nonverbal communication. We address salutations and understanding our audience. (Practice s are reviews) Top Services Phase: We teach on ITS Services and non-its services, we talk in depth about EID, Networking, , Learning Management Systems, Telephone, Storage and Software Distributions and Sales which are all high volume services at the ITS Help & Service Desk. They learn the help desk tools that is used for each service. (There is a training session from each SME, and assessment that is given and graded.) Incident Handling Phase: They learn the concept of incident management, they learn to record, analyze, escalate and document incidents. They also learn knowledge base management in regards to navigating through and updating content. On-the-Job Training Phase: On-the-Job Training phase is not only the last step in training, it is where you take everything you have learned and apply it to the job you will be performing. You will begin in tickets and end in either Phones training or Service Desk training, increasing in independence and growing in confidence is what we are looking for. (Shadowing 50 calls/30 s) 8 P a g e

12 ITS Help & Service Desk Reporting ITS Help & Service Desk Annual Report ITS Help & Service Desk Monthly Sample Report Reporting

13 ITS Help & Service Desk Reporting ITS Help & Service Desk Annual Report ITS Help Desk Annual Report Executive Summary This report provides a summary of metrics describing the performance of the ITS Help Desk & Service Desk in Included are productivity metrics, key performance indicators, and customer feedback. In , the ITS Help & Service Desk supported many new technologies and operations that generated a large increase in customer demand. Office 365, VoIP, WebSpace Retirement, and Active Directory Refresh were among the many project rollouts we supported this year. Throughout, the ITS Help & Service Desk still managed to improve many of its metrics, improve first contact resolution, and sustained the customer satisfaction surveys. Our focus next year is to do more quality assurance activities that will help boost service quality and operational excellence. We strive to be the experts on technology and on our customers; the students, faculty, and staff of the administrative and academic units. Our vision for campus is to be a one stop shop that provides outstanding service for all. We continue to work hard by doing a thorough review and update of publicly-available support documentation, training, reporting, process improvement, quality assurance, and most importantly by keeping a customer focused culture. We consider it a great opportunity to serve campus so that we can change the world together. 9 P a g e

14 Productivity Metrics In , the ITS Help & Service Desk had over 117,000 contacts last: 71,369 incidents in FootPrints (+7% than last year) [* Data from BMC FootPrints] 63,936 phone calls (+7% than last year) [* Data from T-Metrics Reporting on all inbound and outbound calls] o Call Handling Time Average of 6 minutes and 5 seconds o A Total Talk Time of 304,000 minutes 17,500 service desk customers (+31%, than last year) [* Data from Monthly Reporting] 31,000 [* Data from BMC FootPrints ] 3,500 Direct Entry [* Data from BMC FootPrints ] 1,250 Web Form [* Data from BMC FootPrints ] Total Contacts: 117, P a g e

15 Ticket Customer Demographic 11% faculty 28% 10% 2% affiliate alumni non-affliated 18% 31% staff student *University Affiliate: not employed by UT but still affiliated. e.g.: former employees, former students, prospective students *Non-Affiliated: e.g. job applicant, parents, visitors, UIL Students, etc.. Tickets from Academic Units TOTAL TICKETS FROM COLLEGES & SCHOOLS *All Students, Faculty, and Staff Number of Tickets P a g e

16 Key Performance Indicators Key Goals Performance Indicators FCR 70.00% 79.00% 81% 83% CSI Abandon Rate 9.12% 7.75% 8.30% 5% 60 Second SLA Compliance Rate Average Speed to Answer (ASA) 80.27% 79.29% 79.44% 75.00% seconds 69.2 seconds 70 seconds 60 seconds First Contact Resolution First Contact Resolution (FCR) Rate captures the percentage of customer contacts that are resolved without the customer needing to call or write back to the ITS Help Desk. This KPI is considered one of the most important customer satisfiers. Overall FCR 81%. FIRST CONTACT RESOLUTION (Aug2013-July 2014) ITS HD Goal (80-85%) Industry Average from HDI (2013)(72%) Peer Institutions (73%) % 90.00% 80.00% 75.00% 74.00% 70.00% 60.00% 50.00% 80.00% 77.00% 78.00% 79.00% 79.00% 81.00% 80.00% 77.00% 94.00% 89.00% 12 P a g e

17 Average Speed to Answer Average Speed to Answer (ASA) reflects, in seconds, the average time a customer must wait on hold in order to speak to an ITS Help Desk consultant. Our peak times are at the beginning of every semester and during any new IT service role out. We have hired more full time staff to cover the operational hours so that we can alleviate the wait times. Overall 70 seconds. AVERAGE SPEED TO ANSWER Customer Satisfaction Index Customer Service Index (CSI) Score shows, the surveys taken by our customer about our service. We were able to provide an overall score of 93% (4.6) for the satisfaction index. 4.9 CUSTOMER SATISFACTION INDEX P a g e

18 Customer Survey Comments: I was most impressed with the competence, efficiency and courteousness of David. He completely solved my problem in a short amount of time. -Professor Emeritus, Department of Civil, Architectural and Environmental Engineering, Cockrell School of Engineering College of Engineering Excellent service. The ITS help desk staff treated me like a valued Alum. Very happy to send my annual contribution to UT. -Alumni Siena was great and provided wonderful customer service. She was very professional and responsive. -Staff, Division of Diversity and Community Engagement Khubyar was very friendly and helpful. I very much appreciate that he understood my problem and not only helped me solve it but offered me advice on another issue that I brought to his attention. I am of the opinion that our ITS department is one of the best I've ever had the pleasure to work with. Technician was great! Professional, informed and very pleasant. -Faculty, College of Fine Arts -Student This is a huge load off my mind! I had not been able to use my account for several days. Samuel walked me through the steps to fix the problem. Thanks -Staff, Texas Archeological Research Laboratory, College of Liberal Arts Entered on at 11:10:51 CDT (GMT-0500) by [email protected]: An excellent example of a well-run and effective Service Desk! Thanks very much for the expedient assistance. HDI FTW! 14 P a g e

19 IT SERVICES SUPPORTED IDENTITY AND ACCESS MANAGEMENT (IAM) HELP DESK TIER I SUPPORT AND MESSAGING NON-IT RELATED PUBLIC NETWORKS COURSEWARE SDS, CAMPUS COMPUTER, FOOTPRINTS MAINFRAME VOICE COMMUNICATIONS INFRASTRUCTURE & STORAGE COLLABORATIVE TOOLS IDENTIFICATION CENTER (ID CENTER) DORM NETWORKS (RESNET) MITS SUPPORT CAMPUS NETWORK SYSTEM MANAGEMENT UT DIRECT (APPLICATIONS & SYSTEMS) WEB HOSTING INFORMATION SECURITY PUBLIC SAFETY: BUILDING SECURITY, BACKUP SERVICES DEPARTMENT NETWORKS ACCOUNT PROVISIONING VIRTUAL SERVICES LABS AND ROOMS DATA CENTER DATABASE SERVICES REPAIR SHOP SPECIAL EVENT AND AUDIO/VISUAL SUPPORT ACCOUNTING EXTERNAL NETWORKS APPLICATION DEVELOPMENT TOOLS MONITORING LOAD BALANCING AUTHORIZATION AND WORKFLOW TOOLS CABLING AND CONSTRUCTION CELLULAR INFRASTRUCTURE INFORMATION ANALYST/SOFTWARE DEVELOPER Grand Total 15 P a g e

20 ITS Help & Service Desk Monthly Sample Report November 2014 Report Name of Service Number of Help Desk Tickets Escalated Resolution Tickets Resolved Rate Network % Storage % LMS % Collaborative % Tools % Telephone % Building Security % IAM % FOOTPRINTS TICKETS FOR NOVEMBER 2014 Help Desk Resolved Tickets Escalated Automated Tickets to Tier P a g e

21 Ticket Breakdown by IT Service Network Top issues : network disables (~145), connecting devices to restricted.utexas.edu or Resnet ports (~83), clearing non-payments (~47), questions about bandwidth usage and upgrades (~42), reports of poor connectivity (~15), questions about eligibility and guest access (~12), departmental networking issues and switch access (~9), setting up VPN (~7), Gigabit Ethernet upgrades (7), UTnic (4), and Campus Computer Store networking in MAI (3). Reasons for Escalations to Tier 3: Common escalations included 175+ Resnet issues (WAPs down, Ethernet port upgrades, Ethernet ports not working, poor signal strength reports, port mislabels, damaged ports, switch port errors); others included increasing concurrent logon limits, concurrent logon disables, bugs in internal systems, ISO security advisories, modifying DNS records, enabling departmental ports, WAP installation, use of internal TSC tools, firewall configuration, and switch access. Networking, 37, 14% Top Customers for Network ATS, 54, 20% UDC, 30, 11% ChemE, 5, 2% DDCE, 5, 2% Systems, 27, 10% OTS, 5, 2% Athelitics, 6, 2% MERC, 6, 2% ISO, 7, 3% ITS Applications, 7, 3% ITS CSS, 7, 3% LAITS, 7, 3% TRECS, 7, 3% Chemistry, 8, 3% PMCS, 8, 3% ECE, 9, 3% Facilities, 9, 3% University of Texas Libraries, 10, 4% CNS, 15, 6% 17 P a g e

22 ITS Help & Service Desk Weekly Status Report ITS Help Desk Status Report: 11/16/2014 to 11/22/ /16/ /9/ /2/ /12/ /5/2014 9/28/2014 9/21/2014 9/14/2014 9/7/2014 9/2/2014 8/24/2014 8/17/2014 8/10/2014 8/3/2014 7/27/2014 7/20/2014 7/13/2014 6/15/2014 6/8/2014 6/1/2014 5/25/2014 4/20/2014 4/13/2014 4/6/2014 3/30/2014 3/23/2014 3/16/2014 3/9/2014 2/23/2014 2/16/2014 2/9/2014 2/2/2014 1/19/2014 1/5/ TOP SERVICES % 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% EID ITS Help Desk SDS Mainframe Office 365 AEMS Network UTMail Canvas *ITS Help Desk means Tier I troubleshooting & UT Business Operations * UTMail is high because we partnered with Texas Exes on migration to UTMail. 18 P a g e

23 The Help Desk processed 1172 tickets last week and the Help Desk answer 797 calls Customer Contacts Incidents Phone Calls 11/9/ /26/ /5/2014 9/21/2014 9/7/2014 8/24/2014 8/10/2014 7/27/2014 7/13/2014 6/29/2014 6/8/2014 5/25/2014 5/5/2014 4/20/2014 4/6/2014 First Call Resolution HD Goal 85% 78.00% 82.00% 79.00% 76.00% 80.00% 80.00% 79.00% 82.00% 79.00% 82.00% 84.00% 83.00% 81.00% 80.00% 80.00% 84.00% 88.00% 89.00% 96.00% 94.00% 95.00% 94.00% 92.00% 78.00% 75.00% 78.00% 76.00% 80.00% 84.00% 81.00% 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% % First Call Resolution FCR was 82% 19 P a g e

24 1/5/2014 1/12/2014 1/19/2014 1/26/2014 2/2/2014 2/9/2014 2/16/2014 2/23/2014 3/2/2014 3/9/2014 3/16/2014 3/23/2014 3/30/2014 4/6/2014 4/13/2014 4/20/2014 4/27/2014 5/5/2014 5/20/2014 5/25/2014 6/1/2014 6/8/2014 7/6/2014 7/13/2014 7/20/2014 7/27/2014 8/3/2014 8/10/2014 8/17/2014 8/24/2014 9/2/2014 9/7/2014 9/14/2014 9/28/ /5/ /12/ /26/ /2/ /9/ /16/2014 Average Speed to Answer (ASA) Goal is 30 seconds Average Speed to Answer (in seconds) Goal The Help Desk ASA was 32 seconds Customer Satisfaction Index (CSI) HD Goal is Customer Service Index Customer Service Index The CSI was P a g e

25 (Actual) College of Natural Sciences Report Ticket Overview Total Tickets for CNS in 2014: 3958 Total tickets resolved by ITS Help Desk: 2877 (73% Resolution Rate) Total tickets resolved by ITS University Data Center: 121 Total tickets resolved by ITS Systems: 361 Total tickets resolved by ITS Applications: 102 Total tickets resolved by ITS Networking and Telecomm: 202 Total tickets resolved by Information Security Office: 18 Total tickets send to CNS Help Desk for Resolution: 48 Top Services by Affiliation Blackboard 210 faculty 143 staff 31 student 36 Active Directory 40 staff 36 student 4 AEMS (Austin Exchange Messaging Service) 76 faculty 17 staff 54 student 5 Austin Disk Services 43 faculty 7 staff 29 student 7 Box 47 faculty 22 staff 23 student 2 Canvas 207 faculty 139 staff 34 student 34 Identity Management and EID Administration 254 affiliate 1 faculty P a g e

26 staff 169 student 40 ITS Help Desk Tier I Troubleshooting 365 affiliate 2 faculty 108 staff 149 student 104 Mail Filtering Service 95 faculty 42 staff 50 student 3 Mainframe support 293 faculty 2 staff 287 student 4 Office affiliate 1 faculty 45 staff 152 student 9 Software Distribution & Sales 75 faculty 24 staff 30 student 21 Two-Factor Authentication 41 faculty 7 staff 28 student 6 UT Lists 72 faculty 9 staff 59 student 4 UTMail 107 faculty 46 staff 45 student 16 VoIP (Project) 154 faculty 30 staff 123 student 1 Wireless public networks (central) 110 affiliate 2 faculty 17 staff 38 student P a g e

27 Top Services Top Services for CNS Incidents UT Web Campus Computer Store UNIX storage Networks for Departments Directory Services SmartVoice Voice Mail TN3270 UTBackup Green Output Building Security System Services Virtual Servers Managed Server Support FootPrints UT Direct Telephone Service Web Central University Blog Service Virtual Private Network (VPN) TID Printing Wikis Managed Desktop and Lab Support WebSpace UT Voice Mail (UTVM) Active Directory Two-Factor Authentication UTLogin Austin Disk Services Box UT Lists MATLAB Software Distribution & Sales AEMS (Austin Exchange Messaging Service) ID Center Mail Filtering Service UTMail Wireless public networks (central) Data Center Co-location Services VoIP (Project) Office365 Canvas Blackboard Identity Management and EID Administration Mainframe support ITS Help Desk Tier I Troubleshooting P a g e

28 (Actual) Annual Report for College of Liberal Arts Ticket Overview Total Tickets for LA in 2014: 3434 (8 tickets still open) Total tickets resolved by ITS Help Desk: 2779 (83% Resolution Rate) Total tickets resolved by ITS University Data Center: 90 Total tickets resolved by ITS Systems: 229 Total tickets resolved by ITS Applications: 76 Total tickets resolved by ITS Networking and Telecomm: 83 Total tickets resolved by Information Security Office: 13 Total tickets send to ATS or LAITS Help Desk for Resolution: 37 *some tickets were sent to CTL since we have a partnership with them. Faculty Top Services Blackboard ITS Help Desk Canvas Office365 Identity Management and EID Administration UTMail Box WebSpace AEMS (Austin Exchange Messaging Service) University Blog Service Managed Desktop and Lab Support Two-Factor Authentication VoIP (Project) UNIX storage UT Lists Software Distribution & Sales Mail Filtering Service UTBackup UT Voice Mail (UTVM) Incident Handling & Response Service Wireless public networks (central) SmartVoice Voice Mail ITS Survey Wikis Virtual Private Network (VPN) P a g e

29 Staff Top Services Mainframe support Identity Management and EID Administration ITS Help Desk Office365 Data Center Co-location Services AEMS (Austin Exchange Messaging Service) Blackboard Canvas UT Lists VoIP (Project) University Blog Service Mail Filtering Service Software Distribution & Sales UTMail Box UTLogin TID Printing SmartVoice Voice Mail Active Directory ITS Survey ID Center Wikis O365 Rollback Wireless public networks (central) WebSpace UT Print TRAC FootPrints UTBackup UT Voice Mail (UTVM) Two-Factor Authentication Austin Disk Services Web Conferencing Web Central Green Output UNIX storage Telephone Service Virtual Private Network (VPN) Managed Server Support Managed Desktop and Lab Support Incident Handling & Response Service VoIP (Legacy) Virtual Servers UT Direct TN3270 MATLAB Long Distance Service Directory Services Building Security System Services P a g e

30 Khubyar was very friendly and helpful. I very much appreciate that he understood my problem and not only helped me solve it but offered me advice on another issue that I brought to his attention. I am of the opinion that our ITS department is one of the best I've ever had the pleasure to work with. Student Agent Reporting

31 Ticket Review Metrics Review Call Monitoring ITS Help & Service Desk Agent Reporting Courtesy Active Listening Effective Communication Utilizing correct Resources for Solution Hold Times Greeting/Closin g Etiquette Populating EID Correct Category Notes Documentation Correct Troubleshooting steps Escalation Process CSI FCR ASA Re-queued Calls Attendance Total Calls Total Tickets Prioritizing the ticket correctly Correct Solution The model above are the things we look for and measure for every agent that works for the ITS Help & Service Desk. ITS Help & Service Desk Metrics Goals by Agent CSI ASA FCR Re-queued Calls Rating 4.9 or > 3 or < seconds 90% or higher 3 or < calls per year Exceeds seconds 86%-89% 4 calls per year Commendable or 6 seconds 80%-85% 5-6 calls per year Meets seconds 70%-75% 10 calls per year Need Improvement 3.9 or below 9-10 seconds 70% below 11 call per year Does not meet Weekly Student Consultant Report Here are the metrics for the week of : 26 P a g e

32 Tickets Tracked Total Calls FCR (%) ASA CSI If you are curious as to what the metrics mean --- you can check the wiki: Consultants LAST NAME FIRST NAME TICKETS TRACKED TOTAL CALLS FCR (%) ASA CSI BANKOLE ABRAHAM COLEMAN STEVEN KLEIN DANIEL LUTZ JONATHAN MOESSINGER TAYLOR OLIVO VICTOR PANDYA KAVINA PLUNKETT JENNIFER RAMOS CHRIS RASHID BUSHRA REDSUN ALYSSA TRAN JONATHAN 0 0 UVALLE CADIA TEAM SUMMARY Student Technicians LAST NAME FIRST NAME TICKETS TRACKED TOTAL CALLS FCR (%) ASA CSI GOODMAN ZACHARY JOHNSON JAVONTE KHAN USAMA NIZAM NIDI ROSIJI EBENEZER VAWDA SARA TEAM SUMMARY P a g e

33 Help Desk Representative Reports Date Name Requeued Tickets Total FCR ASA CSI Comments Tracked Calls (%) 8/3/2014 HS /10/2014 HS /17/2014 HS half day sick 8/24/2014 HS /31/2014 HS /7/2014 HS /14/2014 HS /21/2014 HS /28/2014 HS /5/2014 HS /12/2014 HS /19/2014 HS personal day off 10/26/2014 HS personal day off OVERALL STANDING: TICKET PRODUCTIVITY: meets CALLS TAKEN: meets FCR: Needs Improvement (79%) ASA: Commendable CSI: Exceeds (4.8) Comments: H.S., Overall you are doing a great job! So glad you are on the team, Im not too concerned about FCR since you are only a point away from meets. Thanks, Ruby 28 P a g e

34 Tickets Tracked HD Rep Fall 2014 Report Calls Taken 29 P a g e

35 ITS Help Desk Agent Call Monitoring Card Details Term Results Total Possible Points Grade Point System Help Desk Consultant : Joe A Operational Excellence Total A: points Position: Customer Experience Total B: points Team: Overall C: points Team Leader: Overall Grade: A D: 11 below Month/Year: Feb 15 Operational Excellence ( ) 0 Did not Meet Expectations 1 Meets Expectations Call Log and Incident Number Opening Averages Friendly Greeting Obtain EID/Contact Information Communicated the customer s job title Verify that the contact information is correct Total Didn't cerify the contact information. Call 3 Overall Customer Experience ( ) 0 Did not Meet Expectation 1 Needs Improvement 2 Meet Expectations 3 Exceeds Expecations Customer Experience Averages Used clear communication and active listening Confident in approach with the customer Identified the customer s stress behavior Personalized the customer s experience Total Josh could have personlized the call, and could have provided the customer with more information on how to go about adressing her issue. call 1 0 Josh didn t personalize the call, but the customer was hard to understand. call 4 Operational Excellence ( ) 0 Did not Meet Expectations 1 Meets Expectations Troubleshooting Averages Identified the relevant service Asked questions relevant to the resolution of the call Resource Utilization Determine the next step and communicate (referral or closure) Total

36 Overall Customer Experience ( ) 0 Did not Meet Expectation 1 Needs Improvement 2 Meet Expectations 3 Exceeds Expecations Closing Averages Communicated future course of action to customer Thorough documentation of the call Professional ticket Information (Categorization, priority, etc.) Thanked customer for contacting the ITS Help Desk Total His ending was him asking if there was anything else that he could do, which was really good. I wasn't able to see any sort of documnetation on my screen, but maybe he was doing in on another. Call 1 Wasn t able to see his screen. Call 3 He had a long hold time, but was able to resolve the customers problem. Call 5

37 Agent Report Card Name Abe B Call Monitoring Customer Experienc e CSI FCR ASA Team: Metrics Re Queued Calls Month Operational Excellence Total Calls Total Tickets Aug Sept Oct Nov Dec Overall GRADE SCALE LEGEND Grade 4.0: Excellent, above expectations Grade 3.0: Good Performance, meets expectations Grade 2.0: Needs minor improvement Grade 1.0: Needs Major Improvement Grade B A A A B A Call Monitoring A: points B: points C: 12 points D: 11 points CSI A: B: C: D: 3.9 OR BELOW FCR A: 90 81% B: 80% 75% C: 74% 70% D: 69% OR BELOW ASA A: 5.0 or below B: 6 10 C: RQ Calls A: 0 B:1 2 C: 3 4 D: 5 or higher

38 Agent Performance - Abe B CSI Overall FCR Aug Sept Oct Nov Dec Overall OVERALL PERFORMANCE Customer Experience, 15.2 CSI, 5.0 FCR, 89.5 Operational Excellence ASA, 5.5 Re Queued Calls, 0.3 FCR AUG SEPT OCT NOV DEC Ticket & Call Productivity AUG SEPT OCT NOV DEC Total Calls Total Tickets Call Monitoring AUG SEPT OCT NOV DEC Operational Excellence Customer Experience

39 Employee Satisfaction

40 Employee Satisfaction According to the ITIL framework, the service desk is considered an entry level position for any IT Service Management role. This calendar year alone we have had 4 employees promoted to higher level positons in ITS because of their immense knowledge in the services they supported at the ITS Help & Service Desk. One was promoted to ITS Systems, ASMP, Information Security Office, and even within the help desk. Our employees all do professional development. I have had 2 employees who have completed and is certified in SANS Security Essentials Bootcamp Courses, Network Plus Certifications, ITIL certifications, HDI certifications, and we have other pursing master s degree. Our student employees have really benefited from working at our ITS Help& Service Desk. We have had so many testimonials of how they landed jobs with Google, NI, and GM because of their ITS Help & Service Desk experience. Recently we had a student employee part our desk and here is what he said: Holden Smith, senior (12/9/2014) Hello Helpdeskers, Disclaimer: Please grab some Kleenex and read in parts as this will be an emotional read for many if you. As you all may or may not know, today is my last day at the Help Desk. I have been a consultant here for one year, one month and nine days and this has been the best one year, one month and nine days of my life. I cannot thank each and every one of you enough for the experiences that I've had here and I sincerely hope that all of you have the opportunity to personally grow from your employment here as much as I have. The best closing advice I could give to you all is to be confidant. Even if you don't immediately know the answer to a problem, you have a brilliant team of people and their compounded knowledge to back you up. Stay in control of your interactions with customers and project with confidence that you and your Helpdesk team can solve any issue that could be thrown at you. Don't forget to do ehelps, Holden Smith, senior 34 P a g e

41 Daniel Faerman-alumni (5/20/14) Hey everyone, Like all good things, my time here has come to an end. I'm not normally the type of person for formal farewells, but I am not going to break tradition. I've spent two years working at the Help Desk and I can honestly say I have enjoyed working with each and everyone of you and I am going to miss working here! I want to thank everyone for making me look forward to work every day... even when I thought I wouldn't make it out of bed on Friday's. Full timers, you guys rock and thank you for making our jobs easier when things get tough here. Ruby, thank you for everything you do to keep the Help Desk running. Kayle, thank you for putting up with me when I was handed to you. Dave (and Adam although he won't see this), thank you for giving me all the support I needed to be successful here. If you don t already know, I will be returning to my hometown of Houston to work for Tenaris. I will be an analyst working in financial planning and I am very excited. If you are ever in Houston and want to catch up or grab a cold one, my door is always open! I wish the best for everyone here and I hope you find all of the success you are aiming for. Signing off, Daniel 35 P a g e

42 Current/Future Involvement

43 Current/ Future Initiatives Help Desk is currently involved in the ACD System Replacement project. ACD System is hosted on the legacy CS2100 telephone switch and provides service to 3 call centers: ITS Help Desk, UHS Nurse Advice Line, and Facilities Service Center. With the Voice over IP (VoIP) Project completing this FY, we must replace the existing 6-year-old ACD with a system compatible with the new VoIP switch. Integration with ServiceNow. We are looking into features like: ACD/multichannel routing Chat, SMS Reporting and analytics IVR and self service automation Quality monitoring and reporting Workforce management (WFM) Real-time speech analytics Outbound dialing Business process automation Help Desk is planning to take a huge role into the design of ServiceNow. ITIL recommendation is for all incidents and requests are to run through a centralized Service Desk. Since ServiceNow will contain CMDB, Service Catalog and most importantly a knowledge base we are looking forward to using this tool to help us be more automated and efficient for campus support. Help Desk leadership was invited to be a part of the IT Service Contacts group for BIG 12. This group is composed of IT Managers who manages a central help desk for schools in the BIG 12. The vision for this group is to identify common problems or challenges that we are facing, strategies and initiatives used to combat those challenges, and tools and resources we are using or exploring as options in the future. Help Desk is in constant contact with peer institutions like Ohio State, Florida, Michigan, and Wisconsin. We talk regularly and share metrics. Help Desk is looking forward to support initiatives like ASMP, Service Now, and most all the ever changing technologies at this university. 36 P a g e

44 Departmental Liaisons: This year it is the ITS Help Desk goals to only understand technology but understand our customers who serve as IT professionals in the CSU s. We will be doing incident reporting, gathering feedback, be a point of contact for high profile items, and most of all establish a partnership so that operational excellence is achieved. Here are our assignments: Unit Liaison Administrative Units (CFO and Development Office) Kim Montroy Athletics Chris Longoria ATS/LAITS Ruby Philipose CNS Kate Russell Cockrell School of Engineering Russell Conley College of Education Joshua Alcala DHFS Lindsay Walker Fine Arts, College of Andrew B Coyle Information School Mallory Walker Jackson School of Geosciences Thomas Pearce Law School Karyn Kondoff McCombs School of Business Kate Christiansen MITS Mallory Walker Moody College of Communication Ben Ernst 37 P a g e

45 Unit Liaison Nursing Benjamin Ernst Pharmacy, College of Justin LaSelva School of Architecture Hutton Supancic 38 P a g e

46 Help Desk Goals Personalized Customer Service Quality 2013 New Help Desk Infastructure& Standard Operating Procedure Steps we have taken to complement our goals New Help Desk Structure New Job Descriptions New Attendance Policy New Attendance Adhereance Enforcement New Training Program ACD Queue management redesign New service desk website content management on wiki and public pages Better Management staff ratio due to the creation of team lead role Better Metric Driven Reporting 2013 Agent Score Cards In Depth Training led by Students Canvas Traning Help Desk Town Halls Formal Ticket Review More Focused Departmental Support Redid Surveys Weekly Team Lead Meetings Intro Escalation Management Redo of FP Incident Forms Redo of FP Notificaitons New WIki Style Guide Wiki Article revamps 2014 More formalized focus for escaltion management Take Ownership at all times Identify customers and personalize service Look at current processes and make them clearer improve relationship b/w the tiered levels of support increase awareness for the need of self-help Make wiki more process oriented Create customer portal page Peer Ticket Review Know UT customers well, document departments and their organizational IT structure