Need some Course of Action on our current IT department

[ryanjuzz]

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

Scenario Example:

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.

Bullet and basic details will do.

Thanks,

[ua549]

It seems that your staff lacks written methods and procedures to identify problems and take appropriate action.