 |
|
|
TSP has developed the people, processes, and technologies that enable our customers to manage their computing
resources more profitably. TSP customers’ call management requirements are supported through the TSP Customer
Service Center (CSC), which provides a single-point-of-contact for technical assistance, call routing and
management, central dispatch, and order processing and tracking functions. The CSC provides remote and
on-site assistance to end-users in the areas of multi-vendor hardware support for PCs and workstations,
servers, printers, and other platform hardware peripherals utilizing TSP Service Professionals and our
registered partners. These services are customized to a customer’s specific hours of operation, response
time requests, and support needs.
TSP uses the Customer Service Center(CSC) for call management. CSC tracks all service request, all ticket
information, and customer specific information including the service level agreement and customer specific
procedures and processes. All TSP support groups have access to the CSC.
1st Level Help Desk Services
Customer call requests begin at the 1st Level Help Desk. The 1st Level Help Desk acts as a single point of
contact for customers with problems or requests. The help desk has call ownership responsibility, and can be
a rapid solution to multi-vendor hardware problems to end-users.
TSP utilizes a toll free number (1-866-484-6881) to the help desk that can be accessed 24 hrs per day, 7
days a week. Customers may also reach the help desk via fax and e-mail. Incoming requests to the help desk
are directed to an Automatic Call Distribution system, a call queue that comprises a set of help desk agents.
Calls are directed to the next available agent who has been appropriately trained to know the customer’s
protocol and procedures. This customer-dedicated number offers such features as direct call pick-up, telephone
assistance, operational desktop guidance, service coordination, and referral to customer’s internal resources.
Calls are either resolved or referred, based on the customer’s defined protocol.
Support provided by the 1st Level Help Desk includes dispatching and call routing functions. If a problem or
request cannot be resolved by help desk personnel, then the call is routed to the Service Professional for
specialized technical support.
Log of all Service Requests
The 1st Level Help Desk logs all requests for service in the CSC. User data is loaded, verified, and/or
updated on the system. User information includes the following profile information:
|
 Name |
Platform |
|
Phone Number |
Machine ID |
|
Location/facility |
Operating System |
|
Department |
E-mail Address |
Service request and call information includes the following, but is not limited to these items:
|
Problem type |
|
Problem classification and task |
|
Priority code |
|
Failure type |
Other information kept in the CSC includes information entered from the Due Diligence form
(see Appendix C for example) such as:
|
Site information |
Existing procedures and documentation |
|
Key contacts |
User community |
|
Server and network environment |
Desktop support group staffing |
|
Desktop/Laptop environment |
Service level measurement |
|
Software |
Project environment |
|
Facilities |
Asset management environment |
|
Current support |
|
Also kept in the CSC are all customer specific procedures and processes and service level agreement information,
which can be accessed by the Field Service Manager and Service Professionals.
Automated Notification and Escalation
The Customer Service Center can be programmed to automatically page or e-mail the customer’s IT support team
and TSP CSC personnel when certain business conditions have been met. The business conditions and support
staff to notify are based on criteria established during the implementation phase of service agreement. The
call management system has the following notification capabilities:
 Notification sent ½ hour before a call needs to be accepted (Response time).
Notification sent ½ hour after Accepted time has expired.
Notification sent ½ hour before a call needs to be closed (Resolution time).
Notification sent ½ hour after Closed time has expired.
Notifications sent only for critical Priority codes.
Notifications sent to maximum of three (3) people per incident.
|