Need some Course of Action on our current IT department
We are actually engauged in a BPO client and this is an SLA based contract. I will discuss our current situation and challenges we encountered and a immediate course of action needs to the issues indicated as well.
-We support both Servers & Workstations.
3 Server Engineer; 3 Man post for 24 by 7 support
7 Helpdesk; 24 by 7
3 areas we focus on
I.SLA tickets -> monitored by tickets -> SLA
II.On-going project -> tracker -> supervised by Project manager
III.VIP/IT Managers/VP's -> raised and usually incidents are called only
-For the past month we missed our SLA
-Ageing tickets are not closed in a timely manner.
-since most staff sometimes are on support, we missed some calls and reflecting on our poor visibilty are credibility. W/c are sometimes comment of VIP's & Managers
-some tickets not resolved or escalated properly
-We never meet the TAT - turn around time of the ticket
-some incidents are not properly assesed by engineers. Or poor probing skills w/c leads into bridge calls and global escalation. Finding out that the staff was'nt able to probe effectively and missed some basic steps.
-clients are disappointed on the resolution time.
-escalation team are not well informed by our staff
We had a certain issue with group of users 6-7 fte , had page cannot be displayed issue. Which this was tagged as sever 1. The engineer failed to identify or assess the problem properly. Which he concluded that this is not a local issue. So a bridge call was started. During the bridge call, the customer mentioned that he is getting a limited connection action. Which the engineer failed to identify before hand. Which finding out that engineer failed to probe and assess the problem. W/c later on was only a DHCp issue. That the Global team should'nt be escalated.
We need a course of actions on the challanges metioned, and how can we improve are staff and what would be the future recommendation to avoid this issues to reoccur.