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Partners Helpdesk Team Overview

Partners Helpdesk Team Overview. 2001 – Present Day Carlo Severo, Corp Mgr. Helpdesk Team Chris Rizzo – Team Lead. Overview……….Partners Helpdesk Team. Location moves of Helpdesk Team growth Call volume growth Helpdesk Improvements Metrics. Helpdesk Location moves.

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Partners Helpdesk Team Overview

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  1. Partners Helpdesk Team Overview 2001 – Present Day Carlo Severo, Corp Mgr. Helpdesk Team Chris Rizzo – Team Lead

  2. Overview……….Partners Helpdesk Team • Location moves of Helpdesk • Team growth • Call volume growth • Helpdesk Improvements • Metrics

  3. Helpdesk Location moves • ½ located in Building 149 serving MGH calls • ½ located in the Galleria serving BWH • Migrated to 1249 Boylston Street serving MGH, BWH, and DFCI • 2002 – Team Moved to Wellesley Gateway

  4. Team Growth • Posted individual performance statistics monthly so team could improve overall performance • Cross training of analysts to accommodate all entities • Increased hospitals supported by the Partners Helpdesk team. • MGH, BWH, DFCI – the original three • PHC, Faulkner, Spaulding, PCHI, NWH, McLean Also support, • RCHI, MEEI, Children’s, Shriner’s, Telemedicine, NSMC

  5. Team growth…..cont’d • Currently 473 assignment support groups, from just over 100 in 2001 • Over 1000 applications up from 420 in 2001 • Major participant in emergency events by assisting the Crisis Mgr. with the overall process of handling the notifications and documentation which could take place at any hour of the day.

  6. Call Volume Growth

  7. Helpdesk Improvements for Quicker More Efficient Service Response • Web submission for users to open tickets for service • New Helpdesk Self Service Web Site reflects up to date announcements regarding the various status of issues • Also is a place to see scheduled outages, and/or unscheduled events • Our ability to update each entity's phone voice greeting to alert their specific user community of current issues • Presently enhanced our site to accommodate user self help with access to our knowledge base for resolutions

  8. Improvements, cont’d • Implementation of Instant Messaging to all Helpdesk Team analysts, and Key Team Leads of Tech Support, Email Exchange Team. • Consistent ongoing effort to improve communication between all second level support teams. • Maintain the integrity of the Knowledge Base with additions and updates to documentation provided by various support teams.

  9. Metrics Examples

  10. Metrics examples…..cont’d

  11. Metrics examples…..cont’d

  12. Thank you! from your entire Helpdesk Team Your Questions ?

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