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-->Accomplishments (in progress...)
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- Taken steps toward improving our Improved complete input of data as well as understanding of data collections and reporting tools such as RT Warehouse data, data in RT itself for daily snapshots, Warehouse, eOn call tracking metrics. Barbara Johnson has begun to generate Began generating reports on breakdowns of Service Center and Call Center tickets and how they break down across platforms, products/services, etc. Jozsef Doczi has begun collecting and sharing data extracted from eOn that shows average call time, average work time after calls, as well as abandonment rates, and using those to improveImprove our abilities to mine and share useful data and metrics from RT, eOn. Barbara Johnson taking the lead.and sharing within the team. Began regular sharing of ata extracted from eOn using those to improve our on-duty scheduling, and our call handling practices. Began collecting, collating and sharing daily trend reports with rest of IS&T.
- Encouraged active use of Hermes across the Help Desk, IS&T and Institute colleagues. Ran training sessions for DITR, IT Partners, Sloan STS, VPF staff. Moved ___ amount of Encourage active use of Hermes; Aim to move more and more content from private Help Desk only space to public space for self-service.
- Improve Reviewed, clarified, and improved our processes for monitoring and responding to the more challenging network issues that cross between support Help Desk, Telephony Support and OIS. Establish clear Help Desk/OIS liaison to assist in gathering, documenting and updating information we can use to manage customer issuesCross-group discussions to review and revice documented escalation procedures and make updates in Hermes; formation of Help Desk subteam to focus expertise on network issues; creation of a network special tag in RT to enable appropriate ticket monitoring; creation of saved RT queries to monitor network tickets that remain in Help Desk queues as well as those that we escalate out.
- Draft proposals for Telephone Help / Computing Help collaboration, and for Service Center redefinition and consolidation.
- Begin to tackle challenge of identifying basic unit costs for services provided by the Help Desk
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