MSP-04b » Tier 1 Help Desk Support

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The most frequent types of service calls many service providers receive are user requests for information and low-level issues, such as an inability to print. Efficient resolution of these requests ensures that the caller can return to productive work in the shortest possible time. Quick resolution also reduces the overall effort expended by the service provider.

MSP Module 04b, Tier 1 Help Desk Support, provides a consistent workflow for addressing both end-user information requests and Tier 1 incidents. The focus is on accurately resolving the request, verifying the resolution to avoid reopened tickets, and, when possible, directing the user to self-help documentation for the next time they experience a similar issue. This module also includes escalation procedures for the case where the ticket cannot effectively be resolved by the Help Desk.

This module consists of the Module Overview Diagram plus 5 pages of detailed process maps personalized for your company.

  • Greater client satisfaction through accurate and timely resolution
  • Less rework due to fewer reopened tickets
  • Fewer cases where the help desk continues to work tickets beyond their skill level

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Resolve end-user requests for information and assistance accurately and in a timely manner
  • Restore service to end-users after a Tier 1 incident in a timely manner, based on incident priority
  • Escalate request or incident in timely manner if it cannot effectively be solved by Help Desk
  • Resolve Tier 1 information requests and incidents in compliance with established Service Levels

At the onset of this process:

  • Service ticket has been assigned to Help Desk Tech for resolution
  • Client expectations for response have been set

Upon completion of this process:

  • Service ticket has been escalated to another engineer (or)
  • Service ticket has been resolved
  • Verification has been attempted with the client
  • Service ticket notes and status have been updated and time entered

This process module includes these sub-processes:

  • 04b.01 Triaging the Request
  • 04b.02 Information Requests
  • 04b.03 Tier 1 Incidents
  • 04b.04 Tier 1 Escalation Procedures

These metrics and KPIs provide an indication of process performance:

  • Client Satisfaction - Service Tickets
  • First Contact Resolution Rate
  • Average Time Logged on Service Tickets (by type)
  • Service Ticket Reopen Rate
  • Service Ticket Resolution Time
  • Service Ticket Response Time

Process Overview Diagram