Hello there, my name is Ross and i'm the I.T Manager from Total Solution! I'm here to tell you all about us.
Our company opens for 24 hours which makes the I.T Department very stressful at times. Our team consists of 8 members 6 in Help Desk and 2 in infrastructure. Every member works 12 hours a day and barely have time to take lunch when there are emergencies. WE NEED A PLAN!
1. We could answer calls more often and able to reach out to more customers that need help 2. Allow the team to be more proactive and reactive before and during an emergency 3. Able to log solutions and articles to encourage self-help for customers and users. So Help Desk Line will not be always busy
But... Why do we need a plan..?
Why HDI and ITIL? In my opinion, both HDI and ITIL are very beneficial to help I.T Department. They both can identify, plan, deliver and support IT services. Therefore we are more efficient and collaborated to reach our goal as one.
Our Mission... We are to help business partners to manage, develop, and maintain software. Our goal is deliver efficiency, and secure software support to all our partners.
Our Vision... is to become international and reach to those we thought we could
Goal 1: Deploying Auto-Intendant will benefit the user from waiting in a busy call in if help desk is busy. This way users or customers will be directed to the correct department without any wait time. This deployment will be brought up in the next meeting and will be deployed to all phone system across all branches within 8 Months.
Goal 2: Deploying new software for the central computer within I.T Department to keep track of each call or voice mail that user or customer sends in. This is a third party software that will categorize the importance of ticket which then either contacts help desk or infrastructure to follow up. If it is minor it will create a ticket and log it within the ZenDesk. This software will be deployed within the time span of 2 months.