Service Support Manager Presentation
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Transcript of Service Support Manager Presentation
![Page 1: Service Support Manager Presentation](https://reader034.fdocuments.us/reader034/viewer/2022042713/549b199bb4795915098b46a3/html5/thumbnails/1.jpg)
Presented by Don Prince18th September 2009
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The Vision
• Create Service Desk Procedure & Guidance Document• Two tier Service Desk support structure • Aligned processes against agreed policies• Consolidation of support tools
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The Vision
• Introduction of Product Champions• Standardise KPI reporting• Service Desk Analyst training and induction• Marval Knowledge Base • Improved ITIL compliance
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The Direction of travel
• Two tier Service Desk structure implemented• Set objectives and deadlines against roadmap• Service Desk training plan for operators• Processes reviewed to ensure Customer and User benefit• OLA implementation
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The Direction of travel
• ACD, IVR tools reviewed • Standardise Contact Centre reporting• Improve call tracking • Major Incident process improved• Marval Checklist improved
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The Future
• Consolidation• Problem management of known issues• Web based self help and call tracking • Improved support of mobile and home workers • Improved performance against KPI’s
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The Future
• Robust Business Continuity and Disaster Recovery Plan• Contact Centre industry approved accreditation • In a position to serve customers beyond Sussex• CSI, Kaizen and Genchi Genbhutsu implementation
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Good Morning, You’re through to the Sussex HIS Contact Centre.
How can I help you?“The IT support of patient care services is our
business”Don Prince, Staff Award Winner 2008