Willits Wildlife Rehab Team

Posts Tagged ‘Help’

Help Desks/Support Desks are the central area for end user support. Being able to meet and exceed customer expectations requires ongoing evaluation of the Help Desk/Service Desk. Add the Wireless Telecom help desk or service desk to this complexity and the task can seem overwhelming. So how should you be assessing your Help Desk/Service Desk and should you outsource?

What is a Help Desk or Service Desk?

According to the Wikipedia, Help Desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. A Service Desk is defined as a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact (”SPOC”) to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.

What are best practices for monitoring the efficiencies and performance of a Help Desk/Service Desk?

AOTMP indicates that providing support alone to the wireless user base does not ensure an effective help desk. Key metrics should be identified and monitored such as resolution and satisfaction. Without these key metrics in place, it is more difficult for the enterprise to make informed decisions for increased efficiency and effectiveness.

The following information will help establish the efficiencies and performance tracking necessary to provide performance goals and accountability assignments for that goal attainment.

KPIs or Key Performance Indicators – This includes the ability to track and trend performance, identify, diagnose, and correct performance problems, and to establish performance goals and assign accountability for achieving the goals. Below is a list of the top five that should be tracked for the highest performance and accountability:

Cost per call or contact (foundation metric)

• Customer Satisfaction (foundation metric)
• First Call Resolution Rate (FCR – biggest driver of customer satisfaction)
• Employee Satisfaction (this is important for lower turnover, lower absenteeism, lower handle times and higher FCRs)
• Overall Help Desk/Service Desk/Call Center Performance

By utilizing these 5 KPIs, you will not only more effectively measure your performance, but will also enable you to:

• Track your performance and trend over time
• Benchmark your performance against your peers
• Develop actions to improve performance
• Identify not only strengths but weaknesses
• Identify and understand underlying drivers of performance gaps
• Establish performance goals for both the individuals and the entire group as a whole

Wireless Help Desk/Service Desk

In the wireless environment, if you haven’t implemented standardization of Carriers, Devices, Platforms, and Applications, huge demands are made on your existing Help Desk/Service Desk.

Based on research by AOTMP, depending on the vertical industry, there are between 38 and 303 wireless help desk tickets per month per 1,000 wireless users. With 1,000 Smart Devices and assuming one application is installed on those devices, you can expect an FTE requirement of 1.09. For each additional application that is installed on those 1,000 devices, you can expect FTE requirements to increase by approximately .17″. The median salary for a Help Desk FTE in the United States is $44,458.

For a company with 2,000 wireless users and 3 applications loaded on the devices, you would need a support staff of 2.52 FTE. Annual salaries for the support staff would equal $112,034.00. Monthly salaries would equal $9,336.18. For these 2,000 users, you could expect between 76 and 606 transactions per month which equals $245 to $30 cost per transaction.

Outsourcing Wireless Help Desk/Service Desk

According to AOTMP research, 91% of their respondents perform their wireless help desk activities internally. However, the overall satisfaction with who performs this activity was much higher for the outsourcing at 60% vs 50% for internal support and 35% satisfaction for the combination of internal and outsourced help desk/support desk.

Now armed with the appropriate KPIs for monitoring the help desk/service desk and the associated expenses for the wireless support portion, does it make more sense to outsource this to the experts? An organization supporting a multitude of different devices and applications without properly trained staff increases the number of help desk tickets which may cause the issue resolution time to increase. This elevated resolution time will have a negative impact on the success of your Help Desk/Service Desk.

Do you currently have 24×7 mobile device support? Is your support staff specifically trained to handle mobile device issues? If you answered no to either question, you may want to consider outsourcing.

The decision to outsource your wireless help desk/service desk or maintain internally will be greatly determined by your staff and your wireless users. Whatever the end result, ensure that KPIs are instituted and maintained for your wireless help desk/service desk.

Many of us know that the planet we live in is beautiful, but the impact of mankind has been devastating in the last decades. With the progress we made in every domain, there has also been an increase in the wastes we create, which in turn harm our planet. While many seek personal gain, they tend to forget that if we continue this process of destruction, we won’t have a planet to inhabit.

There are many people that get involved in the process of making life less hazardous to our planet, while others engage in reminding the ones who hurt the planet that what they are doing is wrong. Perhaps you, as a person believe that this process is time consuming, and considering your busy schedule, it would be damn near impossible to engage in such a process.

I am not here to lecture you on how you can join demonstrations outside factories so they will lower their harmful activities, but there are some things you can do. Even though many think that one person cannot make a difference, they are completely wrong. If any of us would consider spreading a behavior that prioritizes doing the right thing, then the results would be staggering.

The first step you can make is making a visual statement about this aspect. Now don’t think that I am saying you should wear a “Stop pollution” shirt round-the-clock, because if you work in an office, the next day you would be fired, because the attire doesn’t suit company rules. You should think about wearing a piece of eco jewelry that can make a powerful statement to those around you.

Eco jewelry doesn’t imply moving the “Stop pollution” statement from your clothing items to the jewelry around your neck. It can be a wonderfully handcrafted piece that can represent our planet and the fight to keep the surrounding environment safe, without the opulent inscription and catchy statements. It can even complement your attire, business or otherwise.

In order to keep you from scratching your head, wondering what I am talking about, you should visit the website ka-gold-jewelry.com. Here you will see the beautiful piece of eco jewelry created by the cosmic jewelry artist David Weitzman.

The design of the eco jewelry pendant is meant to remind us about the importance of something greater than ourselves, that we need the planet we inhabit to be balanced and to function properly, otherwise we are all doomed. One look at this pendant and you will see that it is a breathtaking piece of art that can also make a powerful statement to others.

The design also encompasses a Hebrew inscription that means “Change it”. It is meant to remind us that one person can make a difference, one step at a time, one day at a time. If you help one person, then that person can help others in turn and so on, which will lead to better behavior and a better place to live. And all of it can start with a simple piece of eco jewelry.

In order to help others who are engaged in this epic battle against the destruction and devastation of our planet’s resources, all the profits that are made from the sales of eco jewelry pendants will be donated to the organizations of this nature.