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Case
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Working
as a Tier 3 helpdesk analyst( 6500 users for major UK Bank, http://www.halifax.co.uk.)
Part pf this was assiting and training entry level helpdesk
staff on concepts of troubleshooting varied IT issues. The
original troubleshooting tool being used was a CBR (Case Based
Reasoning) system. This was not being utilized due to it's low
level flow. Support staff needed something more visual to
represent whilst doing telephone support calls.
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| Researched
and developed a helpdesk intranet system. This was database
driven cataloguing standard company equipment. Support staff
could easily visualize a piece of equipment and aide the user on
matters such as resetting or configuration.
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| Greatly
improved staff skills and support call efficiency. Reducing wait
times for customers and allowing helpdesk department achieve
excellent SLA's (Service Level Agreements). |
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