A 44% decrease in average VoIP phone ticket time to resolution.
In-person Technical and Procedural Training
Project Type
In-person Training, Job Aid, User Guides
My Roles and Responsibility
Needs analysis
Training plan
Learner assessment
Collaborate with SME
Training design & development
Training leader
Evaluate training effectiveness
Target Audience
Internal help desk staff
Internal building technicians
Problem
Network Administrator is overloaded and needs to offload Tier I phone tickets to help desk and technician staff. The SaaS customer support system reports show Tier I VoIP phone tickets have an average time to resolution of 4.1 days.
Process Summary
- Determine which Tier I phone issues can be safely offloaded that have a high time to resolution
- Meet with Network Administrator (SME) to determine knowledge, skills, abilities, and access necessary for help desk and technician staff to complete these tasks
- Determine most effective training method and additional support
- Develop decision tree diagram, user guides, and in-person training
- Conduct training and upload support materials to online repository
- Assess time to resolution to determine if additional training or support materials are required
Solution
A one-hour in-person training session with help desk and building technicians to learn proper processes and procedures for resolving VoIP phone tickets. The training included the Network Administrator and multiple phone models for hands-on practice and demonstrations. In addition, a phone ticket decision tree and multiple user guides were created and uploaded to the department’s secure online repository.
Result
A 44% decrease in average VoIP phone ticket time to resolution. SaaS support system reports now show an average time to resolution of 2.3 days versus 4.1 days.
Tools
- Microsoft PowerPoint
- Microsoft Visio
- Microsoft Word
- Bookstack
Deliverables
One-hour in-person training
Five user guides (web pages in the secure online knowledge repository)
Decision tree
