Description
MAJOR ACCOMPLISHMENTS * Conceptualized, implemented and led the Desktop Integration Analyst (DIA) Council an elected group of representatives drawn from the desktop support organization that assumed the role of collaborator bringing the floor employees and senior management into meaningful dialogue. o Process improvement o Performance goals o Simplifying the trouble ticket creation process o Metrics o Full review and modifications of SLA criteria o Self-produced training materials (the group produced a 4-part customer service training series directed specifically at the desktop support team members) * Developed an employee enablement strategy for the adoption of a complete rewrite of the desktop support role o Multiple tiers of support within the DIA organization, based on technical expertise and people skills o Broadening of the desktop support role to include first-level support of network and a deeper involvement with the business units supported o Plan for developing DIA skills for future technology o Developed shared goals in collaboration with Help Desk, Messaging team and Engineering groups to further ensure all are focused consistently * Member of leadership/team member group that successfully targeted reduction of ticket escalations, reducing MTTR and ticket re-opens 1
Accomplishments
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