Effective Helpdesk Operations
Making ICT effective
Executive Summary
ICT help desk is a major role player in the operations of IRCS. Though it is not a part of the mainstream operations, it provides technical help to departments which are a part of the main stream operations. ICT faces a number of issues, mostly capacity related, which require immediate attention. Since capacity is the main concern, cost, speed and quality are the 3 main performance parameters. It is interesting to note that as capacity decreases, there is a decrease in cost and increase in speed and quality. Call measuring and performance index are to be used to ensure effective staff utilization in ICT help desk.
Purpose
This report aims to provide possible solutions for problems faced by ICT help desk and also provides a recommended course of action to be carried out within the next 6 months.
Issues with ICT Help-Desk
1.CRM and MIS: ICT help desk finds it very difficult to resolve problems related to CRM. The marketing department cannot discontinue using CRM because it can do much more than MIS. ICT is in the process of improving their MIS software but are unable to do so because the time is devoted to solving queries related to CRM.
2.Underutilization: ICT help desk staffs 3 people and faces an underutilization of almost 50%. The help desk faces problems of resolving issues related to unusual software. Reduction of staff results in lengthy queuing times.
3.Delays by Technicians: The marketing department is part of the mainstream operations of IRCS. It is possible that delay in its operations can cause delay in the company’s operations. For example there can be delay in delivering demand forecast reports causing a lag in the capacity or inventory. A quicker response over the phone from the ICT help desk will reduce down time.
4.Information Systems: Some problems faced by the help desk are straight forward and simple so they can be solved by the users themselves. Unavailability of sufficient information systems is
Executive Summary
ICT help desk is a major role player in the operations of IRCS. Though it is not a part of the mainstream operations, it provides technical help to departments which are a part of the main stream operations. ICT faces a number of issues, mostly capacity related, which require immediate attention. Since capacity is the main concern, cost, speed and quality are the 3 main performance parameters. It is interesting to note that as capacity decreases, there is a decrease in cost and increase in speed and quality. Call measuring and performance index are to be used to ensure effective staff utilization in ICT help desk.
Purpose
This report aims to provide possible solutions for problems faced by ICT help desk and also provides a recommended course of action to be carried out within the next 6 months.
Issues with ICT Help-Desk
1.CRM and MIS: ICT help desk finds it very difficult to resolve problems related to CRM. The marketing department cannot discontinue using CRM because it can do much more than MIS. ICT is in the process of improving their MIS software but are unable to do so because the time is devoted to solving queries related to CRM.
2.Underutilization: ICT help desk staffs 3 people and faces an underutilization of almost 50%. The help desk faces problems of resolving issues related to unusual software. Reduction of staff results in lengthy queuing times.
3.Delays by Technicians: The marketing department is part of the mainstream operations of IRCS. It is possible that delay in its operations can cause delay in the company’s operations. For example there can be delay in delivering demand forecast reports causing a lag in the capacity or inventory. A quicker response over the phone from the ICT help desk will reduce down time.
4.Information Systems: Some problems faced by the help desk are straight forward and simple so they can be solved by the users themselves. Unavailability of sufficient information systems is
References: 1.Nigel Slack, Stuart Chambers, Robert Johnston (2008) Operations Management, Pearson Education Limited Financial Times Prentice Hall.