Context
A team of 5 and 1 manager in an educational organisation. So app. 2500 student users, 300 staff users and 1000 computers, etc.
The IT-HELPDESK is open to received telephone calls, emails and visits from students and staff between 8am and 4pm. They make sure 1 person from the team is available to take those calls everyday. The screen-shot below shows volumes.
On average the IT-HELPDESK gets 50 contacts per week.
The team have learned to categorise the 3 reasons that people contact their IT-HELPDESK - because something isn't working (incident) because they want something (request) or simply to ask "is the internet working?" is "is Joe there?" etc. (overhead)
So incident, request, overhead. And a percentage of those contacts can be dealt with immediately by the technicians who answered the call without needing a full ticket to be created i.e. First Call Fix (a.k.a Spot Rate)
What this request is trying to ask for is that ALL CONTACTS TO THE IT-HELPDESK SHOULD BE LOGGED but at the moment its not sensible to do that using WHD because most of the information / work-flow in a normal ticket is superfluous to that need
REQUEST - a system that can have a CONTACT entity (that's simple and quick to create) that could progress into a TICKET if needed and then have the ability to report CONTACT vs TICKETS for First Call Fix rate would be awesome and a game changer IMHO
Best Wishes
PS - struggling to explain but have done our best
PPS - if you have viewed this and think "so what?" do please leave a comment as to how you organise your support. Simply because I'm here to learn and improve my teams service, as much as anything else. Many thanks.
