I require research into Service Help Desk Models used in Global Corporations.
Situation: Ticket Volume’s are too High and a reduction is required to assist the Overload on the Service Support Desk. End users are using a Cloud Based Procurement Tool
This should be where the company has had to make some changes where there were issues in the AS-IS with too many Service Tickets coming through, so what were the changes for the TO-BE Model? For example did the organisation setup a COE(Centre of Excellence) or did they upgrade some technologies and automate the tasks using a Chatbot for example. Was there some re-Training methods deployed or End User re-education ?
How was the improvement measured eg KPI’s used like Time to resolve Ticket, Purchase order raising Time, Lead Time to Invoice as example & Ticket Volumes before/After, Time to resolve the Issues, What type of issues were they(should be related to Cloud based procurement system where possible). What were the efficiency gains or not ? What were the improvements, how were the End users receiving better service, was it more timely and to resolution or not etc
Also, what best practices were used and how was the Organisation able to achieve Best In Class ? If there are comparable statistic’s or research conducted at other Organisation’s this would be suitable
Documents gathered/sourced should have diagrams, statistics, reports, research papers or be whitepapers etc
I suggest a sample of material(s) is sent for the Job to be accepted
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