I have just started a new job and as with any job have many issues to deal with.
The environment I have is the staff will be given help desk tickets to work on. These tickes can be easy how to questions, all the way to full blown big projects. Some of the staff have a small had full and others might have 75+.
My issue is that in my meeting I am trying to figure out what issues are arrising and what the status of the ticket/project is.
What questions should I be asking? Saving Changes...
Hans RobbersSenior Director| SalesforceVlissingen, Netherlands
Kerwin
If this is your first meetting with the team I would try to get acquainted with the team and let them tell what the flow of the tickets is.
Questiosn which might help are:
- is there a ticket logging system
- is the status tracked
- is there a frequent management reporting system
- Which status can be assigned to the tickets.
- is it possible to assign a category to a ticket
Based on the information I would find the latest management reports and ask a number of statisitcs from the system e.g. average duration to close a ticket, the number per employee, average closing time per employee, average closeing time per cotegiry etc etc.
Furthermore I would have 1-2-1 with the staff to find out about their ambition and their view on the job. A similar approach I would follow, most likely first, to understand the requirements of my stakeholders, upper management; What are they measured on what is important, time to close a ticket or customer intimacy etc.
After this, most likely it will take youa maximum if a week, I would form my approach aand strategy and will start sound checking with stakeholders and the team. If they adoopt the apporach implement and aensure the management reporting is in line with the approach
