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Help in setting standards

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by hadeeh

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I have been asked to take over the position on Team Lead for helpdesk. I know that there requires a lot of things to be done but the initial challenge I have is to get the helpdesk level 1 into shape so all calls are documented and actions taken. A look at all the open calls has given me the shivers (more than 1400 open calls). I know for a fact that most of them have been completed. I do not want to delve into the past. The first person contact who is responsible for opening/documenting and closing call is a problem. There seem to be no sense of responsibility, ownership or team work! I want to start of with trying to help resolve this from a positive note and motivating this person to be more of a team player. I would like your input on how to go about this. I do not want to give up on this person as soon as I have taken up. If you have been in a similar position I would appreciate some insights/way forward. Thank you in advance to all

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by nicknielsen

Depending on your call volume, that can be a massive workload. Is it possible to give the field techs access to the call software so they can close calls when they've done the work? This would cut the initial contact's workload by more than half (it's always easier to open a call than to close it). Also, you could give the initial contact the responsibility of seeing that closed calls are properly documented by the tech (more responsibility, less hassle).

Just some suggestions. Without knowing the size of your team, your workload, or why this individual is the only one opening and closing calls, it's very difficult to be more specific.

by hadeeh

We are in the process of identifying a ticketing software to do what you say above, 1st level receives call, or users open their own ticket and tech resolve the issue and close it. The evaluation process is still ongoing. Right now we have 3 people at first level. The 1000 something call has been collected over a year. From what I have seen this person is not taking any interest in doing the job in a responsible manner. The things I have seen, no information gathering when a call is received. Some calls can be closed right away with out being assigned to anyone. The person who was previously responsible for managing tried to move him to the field as well. But the this person takes longer to complete the task (talking). This puts burden on other techs who have to do the bulk of the ticket resolution. I want to be fair to the team and get them to share their responsibilities equally. Once we have the new sw and procedures in place it will be better. But until that time I need a plan. By the way we get around 30 calls average per day (8 hours).

Thank you for responding.

by nicknielsen

[i]From what I have seen this person is not taking any interest in doing the job in a responsible manner. The things I have seen, no information gathering when a call is received. ... The person who was previously responsible for managing tried to move him to the field as well. But the this person takes longer to complete the task...[/i]

It sounds like you need to sit down with this individual and determine what he believes his job is and what his actual qualifications are. You should also give him a specific job description with a task breakdown and provide your expectations for his job performance. You may find out that he has no idea what standard he is expected to meet or that he is not properly qualified to perform the job he has.

by hadeeh

Thank you so much for responding back. Yes, that is what I plan to do. I think, to give him a fair chance, I should do that. Your input has helped me a lot. Appreciate your advise. Thank you once again. God Bless.

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