| Help Desks/Support Desks are the central area for | | | | Identify not only strengths but weaknesses |
| end user support. Being able to meet and exceed | | | | Identify and understand underlying drivers of |
| customer expectations requires ongoing evaluation of | | | | performance gaps |
| the Help Desk/Service Desk. Add the Wireless | | | | Establish performance goals for both the individuals |
| Telecom help desk or service desk to this complexity | | | | and the entire group as a whole |
| and the task can seem overwhelming. So how should | | | | Wireless Help Desk/Service Desk |
| you be assessing your Help Desk/Service Desk and | | | | In the wireless environment, if you haven't implemented |
| should you outsource? | | | | standardization of Carriers, Devices, Platforms, and |
| What is a Help Desk or Service Desk? | | | | Applications, huge demands are made on your existing |
| According to the Wikipedia, Help Desk is an information | | | | Help Desk/Service Desk. |
| and assistance resource that troubleshoots problems | | | | Based on research by AOTMP, depending on the |
| with computers or similar products. Corporations often | | | | vertical industry, there are between 38 and 303 |
| provide help desk support to their customers via a | | | | wireless help desk tickets per month per 1,000 wireless |
| toll-free number, website and/or e-mail. A Service | | | | users. With 1,000 Smart Devices and assuming one |
| Desk is defined as a primary IT capability called for in | | | | application is installed on those devices, you can |
| IT Service Management (ITSM) as defined by the | | | | expect an FTE requirement of 1.09. For each additional |
| Information Technology Infrastructure Library (ITIL). It is | | | | application that is installed on those 1,000 devices, you |
| intended to provide a Single Point of Contact ("SPOC") | | | | can expect FTE requirements to increase by |
| to meet the communications needs of both Users and | | | | approximately .17". The median salary for a Help Desk |
| IT and to satisfy both Customer and IT Provider | | | | FTE in the United States is $44,458. |
| objectives. | | | | For a company with 2,000 wireless users and 3 |
| What are best practices for monitoring the efficiencies | | | | applications loaded on the devices, you would need a |
| and performance of a Help Desk/Service Desk? | | | | support staff of 2.52 FTE. Annual salaries for the |
| AOTMP indicates that providing support alone to the | | | | support staff would equal $112,034.00. Monthly salaries |
| wireless user base does not ensure an effective help | | | | would equal $9,336.18. For these 2,000 users, you could |
| desk. Key metrics should be identified and monitored | | | | expect between 76 and 606 transactions per month |
| such as resolution and satisfaction. Without these key | | | | which equals $245 to $30 cost per transaction. |
| metrics in place, it is more difficult for the enterprise to | | | | Outsourcing Wireless Help Desk/Service Desk |
| make informed decisions for increased efficiency and | | | | According to AOTMP research, 91% of their |
| effectiveness. | | | | respondents perform their wireless help desk activities |
| The following information will help establish the | | | | internally. However, the overall satisfaction with who |
| efficiencies and performance tracking necessary to | | | | performs this activity was much higher for the |
| provide performance goals and accountability | | | | outsourcing at 60% vs 50% for internal support and |
| assignments for that goal attainment. | | | | 35% satisfaction for the combination of internal and |
| KPIs or Key Performance Indicators - This includes the | | | | outsourced help desk/support desk. |
| ability to track and trend performance, identify, | | | | Now armed with the appropriate KPIs for monitoring |
| diagnose, and correct performance problems, and to | | | | the help desk/service desk and the associated |
| establish performance goals and assign accountability | | | | expenses for the wireless support portion, does it |
| for achieving the goals. Below is a list of the top five | | | | make more sense to outsource this to the experts? |
| that should be tracked for the highest performance | | | | An organization supporting a multitude of different |
| and accountability: | | | | devices and applications without properly trained staff |
| Cost per call or contact (foundation metric) | | | | increases the number of help desk tickets which may |
| Customer Satisfaction (foundation metric) | | | | cause the issue resolution time to increase. This |
| First Call Resolution Rate (FCR - biggest driver of | | | | elevated resolution time will have a negative impact on |
| customer satisfaction) | | | | the success of your Help Desk/Service Desk. |
| Employee Satisfaction (this is important for lower | | | | Do you currently have 24x7 mobile device support? Is |
| turnover, lower absenteeism, lower handle times and | | | | your support staff specifically trained to handle mobile |
| higher FCRs) | | | | device issues? If you answered no to either question, |
| Overall Help Desk/Service Desk/Call Center | | | | you may want to consider outsourcing. |
| Performance | | | | The decision to outsource your wireless help desk |
| By utilizing these 5 KPIs, you will not only more | | | | service desk or maintain internally will be greatly |
| effectively measure your performance, but will also | | | | determined by your staff and your wireless users. |
| enable you to: | | | | Whatever the end result, ensure that KPIs are |
| Track your performance and trend over time | | | | instituted and maintained for your wireless help desk |
| Benchmark your performance against your peers | | | | service desk. |
| Develop actions to improve performance | | | | |