CUSTOMER:
Our customer are all International Employees located in North and South America, Europe, North Africa and Asia
Trigger – customer has a PROBLEM ….
Client has two ways to report a problem:
- He can use online form ( “MY HELP” - WWW Form )
- He can call at helpdesk number – toll free of course
Process:
Steps/Milestones:
- User report a problem (he need to provide us with some useful information like System name , his system login name, short description of a problem, his phone number, first and last name, location )
- Helpdesk is trying to resolve that problem
- If that problem is to hard to resole on the first line of support , helpdesk is sending that problem to second line of support
- Second Line can send that ticket to other group of specialists (like Lotus Notes Group, SAP support, Mainframe Solutions etc.)
poniedziałek, 24 listopada 2008
“ITCS IP Helpdesk 24/7- Somebody Need to Work to allow somebody else to sleep”
My company “International Paper” Since 2002 has held its leading position on the list of Fortune Magazine of the most admired companies in the world in the sector of paper and paper products. Since three years we have Helpdesk team here in Krakow (Second one is located in USA, Memphis – our HQ).
But team in Memphis is working only in US business hours only from Monday to Friday, and our team in Poland, Krakow is working 24/7. This is why we have some organizational problems (schedule, people attitude, recruitment problems etc.) that we need to resolve taking into consideration that we need to provide professional support for all the time, we also need to remember that this is a worldwide company and we need to have some metrics and statistics at appropriate level.
Krakow from some time became our Polish Silicon Valley, here we have companies like IBM, CISCO, CapGemini, Sabre etc. This is why is so hard to find good new employee because other companies are looking also for some new people – it makes thing harder for our team – to find good new employee working in 24/7 work schedule.
Current Process Description
Our customer are all International Employees located in North and South America, Europe, North Africa and Asia
Information Technology Customer Support ITCS is the official level 1 troubleshooting organization for International Paper . My group serves as a single point of contact for IT phone support
ITCS offers a variety of services to IP’s employees:
- level 1 troubleshooting
- problem categorization and escalation of problems
- request for service
- problem tracking
- General communication with other groups (like second line of support etc.)
- Handles user ID creation process on all corporate platforms like Active Directory, AS 400, Mainframe systems etc.
- Responsible for providing utilization reports for all corporate systems
- Supporting IP employees 24/7
We can describe situation in a very easy way:
Client has two ways to report a problem:
- He can use online form ( “MY HELP” - WWW Form )
- He can call at helpdesk number – toll free of course
Process:
- User report a problem (he need to provide us with some useful information like System name , his system login name, short description of a problem, his phone number, first and last name, location )
- Helpdesk is trying to resolve that problem
- If that problem is to hard to resole on the first line of support , helpdesk is sending that problem to second line of support
- Second Line can send that ticket to other group of specialists (like Lotus Notes Group, SAP support, Mainframe Solutions etc.)
But team in Memphis is working only in US business hours only from Monday to Friday, and our team in Poland, Krakow is working 24/7. This is why we have some organizational problems (schedule, people attitude, recruitment problems etc.) that we need to resolve taking into consideration that we need to provide professional support for all the time, we also need to remember that this is a worldwide company and we need to have some metrics and statistics at appropriate level.
Krakow from some time became our Polish Silicon Valley, here we have companies like IBM, CISCO, CapGemini, Sabre etc. This is why is so hard to find good new employee because other companies are looking also for some new people – it makes thing harder for our team – to find good new employee working in 24/7 work schedule.
Current Process Description
Our customer are all International Employees located in North and South America, Europe, North Africa and Asia
Information Technology Customer Support ITCS is the official level 1 troubleshooting organization for International Paper . My group serves as a single point of contact for IT phone support
ITCS offers a variety of services to IP’s employees:
- level 1 troubleshooting
- problem categorization and escalation of problems
- request for service
- problem tracking
- General communication with other groups (like second line of support etc.)
- Handles user ID creation process on all corporate platforms like Active Directory, AS 400, Mainframe systems etc.
- Responsible for providing utilization reports for all corporate systems
- Supporting IP employees 24/7
We can describe situation in a very easy way:
Client has two ways to report a problem:
- He can use online form ( “MY HELP” - WWW Form )
- He can call at helpdesk number – toll free of course
Process:
- User report a problem (he need to provide us with some useful information like System name , his system login name, short description of a problem, his phone number, first and last name, location )
- Helpdesk is trying to resolve that problem
- If that problem is to hard to resole on the first line of support , helpdesk is sending that problem to second line of support
- Second Line can send that ticket to other group of specialists (like Lotus Notes Group, SAP support, Mainframe Solutions etc.)
niedziela, 9 listopada 2008
Project Proposal by Grzegorz Krawczyk
Hi My Project will be based on "ITCS IP HelpDesk " ( helpdesk from US company which I am working now- International Paper - World Leader of Paper Products Worldwide - located in POLAND)
I will show specific rules how Helpdesk should manage their LOW and HIGH Priority Tickets reported by End Users of Intranet System Worlwide
I will post Specyfic Details and Diagrams in This Week - sorry for such delay ...
Regards to You all - Greg
I will show specific rules how Helpdesk should manage their LOW and HIGH Priority Tickets reported by End Users of Intranet System Worlwide
I will post Specyfic Details and Diagrams in This Week - sorry for such delay ...
Regards to You all - Greg
niedziela, 19 października 2008
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