case: Consolidate Tier 1 support desks (answer questions below the case and any

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case: Consolidate Tier 1 support desks

(answer questions below the case and any links that might be helpful)

You are the project manager responsible to implement a consolidated Tier 1 support desk for your organization.

Over the years, each operating division within the company has developed their own internal IT support structure. This means that for the seven divisions within the company, you have seven different help desks. All functions within each of the help desks are duplicative. A recent study indicated that you may be able to cut costs and improve responsiveness by consolidating the effort. The help desk must provide support 24x7x365 desktop support to all locations. To assure maximum staff recruiting and system availability, you have decided to establish an east coast and west coast help desk; however, both help desks will report to a single manager.

Successful implementation of the help desk function must ensure that 75% of the time the caller is directly connected to a person. Trouble ticketing and problem database systems must be installed that allow you to resolve 50% of the tickets on the first call. You should assume that each call center will receive an average of 60 tickets per hour during prime time and 8 per hour during other times. Currently, tickets take an average of 10 minutes to solve. The system must be implemented over an 18-month period during which time the duplicative call centers will be progressively phased out. The company has a policy of retaining and relocating staff where appropriate, so you must plan accordingly.

**BUSINESS REQUIREMENTS:

•What does the customer(STAKEHOLDERS: CEO, Board of Directors, Employees, Consumers) need?

•Why is this needed?

•What are other options? Provide at least 2.

•Why is this the best option?

Explanation / Answer

Answer)

The need for Tier 1 support desk would indeed help the customers to resolve the basic tickets which is otherwise the front end support for example providing the single or multiple point of contact person, assigning the ticket to the right team for quick resolution.

This is needed as it is the basic level for the customer support.

The other options are call center can be used with some functional basic knowledge or an user interface should be provided to where in users can solve the issue on their own.

This is the best option as Tier 1 is well versed with the team structuring in a project and knows how to resolve the basic issues and navigate the issues to the team responsible to resolve an incident or ticket.

Hope this answer helps. :) Happy to help.

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