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Service Desk, Training Workforce Management & Business Support

Cynthia Wilkins, Senior Manager. Service Desk, Training Workforce Management & Business Support. 1. EIT Service Desk. PROHIBITED. EIT Service Desk. Can you hear me now?. Service Desk

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Service Desk, Training Workforce Management & Business Support

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  1. Confidential and Proprietary Information of T-Mobile USA Cynthia Wilkins, Senior Manager Service Desk, Training Workforce Management & Business Support 1 EIT Service Desk

  2. PROHIBITED EIT Service Desk

  3. Can you hear me now?

  4. Service Desk The EIT Service Desk provides first tier IT support to T-Mobile personnel including employees, contractors, vendors and partners. The Service Desk maintains exceptional results with focus on technical resolution and customer service. Support is made available to customers 24x7 by phone, email and self-service options. • Call Handling • Self-Service • Source Types • Tools • PRT • Knowledgebase • Problem Tracking • RDC • Measurements Service Desk EIT Service Desk

  5. EIT Service Desk: KPIs EIT Service Desk

  6. Training The Training team provides all training needs for the EIT Service Desk. The training ranges from new hire training to ongoing development. The team follows a training program that is based on all Service Desk standards and company values. Training is delivered via classroom, self-paced web modules, and side-by-side sessions. • Accelerated Training Program • Computer-Based Training • Quality Observations Training Trainer Certifications:

  7. Workforce Management Workforce Management encompasses all the activities needed to maintain a productive workforce. This includes Service Desk forecasting and the scheduling of Service Desk Specialists. The practice of Workforce Management contributes towards a positive customer experience by ensuring the right people are in the right place at the right time. • Forecasting • Scheduling • Tools • Real-Time Monitoring Workforce Management

  8. Business Support Business Support is the interface between the business and the Service Desk. They work with other teams and project managers to capture knowledge, build support processes and create documentation. • Project Support • Problem Management • Project Time Allocations Business Support EIT Service Desk

  9. Recognition Vivian Calixte was awarded the honor of First Runner-Up, 2011 DFW HDI Analyst of the Year. Her dedication, work ethic and professionalism set a high standard for her peer group. About the award, Vivian said, “Throughout my career, I have always felt maintaining a positive attitude and treating my customers the way I like to be treated is the only path. This award proves the importance of this approach.” Randolph Jean-Simon was recognized as being among the top six finalists for his outstanding customer service skills, technical aptitude and vivid charisma. Randolph’s infectious spirit motivates his peers and drives success within the team. These victories reinforce T-Mobile’s industry reputation for excellence and resonate positive brand recognition. EIT Service Desk

  10. Confidential and Proprietary Information of T-Mobile USA Questions and Answers 10 EIT Service Desk

  11. Thank You! EIT Service Desk

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