The aimed new Objectives
Towards the users:
- Achieve 80% 1st call problem resolution and user satisfaction
level at 75%.
- Make the 'extra step' to be helpful and save the user time.
- Check the delays and the style of replies and reopen tickets,
when necessary (the "Manager on Duty" does this).
Communication channels amongst supporters:
- Weekly meetings between the helpdesk members, their contract
management and the User Services' supporters.
- Weekly meetings between the User Services' supporters and
the IT service specialists.
- Periodical meetings between User Services' representatives
and the remedy development team.
- Weekly reporting to the IT management meeting for operations
(C5).
CERN report on User Support
HEPiX Fall 2002