Approval: Manager Review of current clients and projects
7
Training on service desk tools and software
8
Walkthrough of ticketing system functionalities
9
Discuss the escalation process and key contacts
10
Briefing on Standard Operating Procedures (SOPs)
11
Training on client's industries and needs
12
Introduction to interdepartmental operations
13
Review of KPIs and performance metrics
14
Approval: Manager Review of KPIs and metrics
15
Assign first line of real-world tasks
16
Meet and greet with other department managers
17
Approval: Team Welcome
18
Discuss feedback and queries with supervisor
19
Introduction to company's culture and events
20
Regular check-ins scheduled with supervisor
Provide company overview and introduction
In this task, you will provide a comprehensive overview of our company and introduce the new Service Desk Manager to our organization. This task is crucial as it helps the new manager understand the company's mission, values, and goals. Additionally, it sets the foundation for building a strong relationship and aligning the manager's objectives with the company's vision. The desired result is for the new manager to have a clear understanding of our company and its culture, ensuring a smooth transition into their role. How would you present our company in a way that resonates with the new manager's interests? What resources are available to help them learn more about our company?
Overview of the MSP Service Desk role
In this task, you will provide a detailed overview of the MSP Service Desk Manager role. The primary goal is to familiarize the new manager with the responsibilities, duties, and expectations associated with this position. By understanding the role, the manager will be able to effectively contribute to the service desk team and deliver exceptional customer support. What are the essential elements to cover in this overview? How would you highlight the importance of this role within our organization?
Handover Service Desk operations guide
In this task, you will hand over the Service Desk operations guide to the new manager. The guide outlines the standard operating procedures (SOPs) and best practices for managing the service desk efficiently. By providing this resource, you ensure that the new manager has access to all the essential information needed to handle service desk operations effectively. The desired result is for the manager to be fully equipped with the necessary knowledge and tools to excel in their role. What are the critical sections that should be included in the operations guide?
Introduction to the Service Desk team
In this task, you will introduce the new Service Desk Manager to the Service Desk team. This is a crucial step in building relationships and fostering collaboration within the team. The desired result is for the manager to have an understanding of team dynamics and establish a positive working environment. How would you facilitate the introductions and encourage team bonding?
Review of current clients and ongoing projects
In this task, you will review the current clients and ongoing projects with the new Service Desk Manager. This review is essential for the manager to get a holistic view of the organization's commitments and responsibilities. By understanding the existing client base and ongoing projects, the manager can effectively allocate resources and manage priorities. The desired result is for the manager to have a clear understanding of the current workload and be able to make informed decisions. How would you facilitate this review and encourage the manager to ask questions?
1
Client A
2
Client B
3
Client C
4
Client D
5
Client E
1
Project A
2
Project B
3
Project C
4
Project D
5
Project E
Approval: Manager Review of current clients and projects
Will be submitted for approval:
Review of current clients and ongoing projects
Will be submitted
Training on service desk tools and software
In this task, you will provide training to the new Service Desk Manager on the tools and software used in the service desk operations. This training is crucial for the manager to effectively use the required tools and software in their daily responsibilities. The desired result is for the manager to gain proficiency in the tools and software, enabling them to streamline processes and deliver efficient service to clients. What are the key tools and software that the manager needs to be trained on? How would you structure the training session to ensure effective learning?
1
Ticketing system
2
Knowledge base software
3
Communication tools
4
Monitoring tools
5
Remote access software
Walkthrough of ticketing system functionalities
In this task, you will provide a detailed walkthrough of the ticketing system functionalities to the new Service Desk Manager. This walkthrough is essential for the manager to understand the ticketing system's capabilities and how to extract valuable metrics and insights. The desired result is for the manager to gain a deep understanding of the ticketing system functionalities and effectively utilize its features to improve service desk operations. How would you structure the walkthrough to ensure that the manager grasps the full potential of the ticketing system?
Discuss the escalation process and key contacts
In this task, you will discuss the escalation process with the new Service Desk Manager. The escalation process is crucial for managing high-priority issues and ensuring prompt resolution. By understanding the escalation process and having access to key contacts, the manager can effectively manage complex client requests. The desired result is for the manager to have a clear understanding of the escalation process and establish communication channels with key contacts. How would you explain the escalation process and identify the key contacts within the organization?
1
Manager A
2
Manager B
3
Manager C
4
Manager D
5
Manager E
Briefing on Standard Operating Procedures (SOPs)
In this task, you will provide a briefing on the Standard Operating Procedures (SOPs) that the new Service Desk Manager needs to adhere to. The SOPs outline the standardized processes and best practices for managing the service desk effectively. By familiarizing the manager with these procedures, you ensure consistent service delivery and quality assurance. The desired result is for the manager to have a strong understanding of the SOPs and follow them diligently. What are the essential sections to cover in the SOP briefing?
Training on client's industries and needs
In this task, you will provide training to the new Service Desk Manager on the client's industries and their specific needs. This training is crucial for the manager to understand the unique requirements and expectations of different clients. By gaining industry-specific knowledge, the manager can tailor the service desk operations to meet client needs effectively. The desired result is for the manager to have a deep understanding of the client's industries and be able to provide personalized support. How would you structure the training to ensure comprehensive knowledge transfer?
1
IT
2
Healthcare
3
Finance
4
Manufacturing
5
Retail
Introduction to interdepartmental operations
In this task, you will introduce the new Service Desk Manager to the interdepartmental operations within the organization. This introduction is crucial for the manager to understand how different departments collaborate and contribute to overall organizational success. By understanding the interdependencies and communication channels, the manager can foster collaborative relationships and support cross-functional initiatives. The desired result is for the manager to have a holistic view of the organization and effectively navigate interdepartmental operations. How would you facilitate this introduction and encourage the manager to connect with other department managers?
Review of KPIs and performance metrics
In this task, you will review the Key Performance Indicators (KPIs) and performance metrics with the new Service Desk Manager. This review is essential for the manager to understand the performance expectations and measure the success of their team. By aligning the manager's objectives with the KPIs, you ensure that the service desk operations contribute to the organization's overall goals. The desired result is for the manager to have a clear understanding of the KPIs and performance metrics and to be able to track and improve performance. What are the key KPIs and performance metrics that the manager should be aware of?
1
Average resolution time
2
First contact resolution rate
3
Customer satisfaction score
4
Ticket backlog
5
Escalation rate
Approval: Manager Review of KPIs and metrics
Will be submitted for approval:
Review of KPIs and performance metrics
Will be submitted
Assign first line of real-world tasks
In this task, you will assign the new Service Desk Manager their first line of real-world tasks. These tasks provide an opportunity for the manager to apply their skills and knowledge in a practical setting. The desired result is for the manager to gain hands-on experience and demonstrate their ability to handle real-world client requests. What are some initial tasks that the manager can work on to gain experience and build confidence?
1
Create knowledge base article
2
Resolve Tier 1 support tickets
3
Conduct customer satisfaction survey
4
Collaborate with cross-functional team
5
Analyze support ticket data
Meet and greet with other department managers
In this task, you will facilitate a meet and greet session for the new Service Desk Manager with other department managers. This session is essential for establishing connections, fostering collaboration, and promoting a unified approach to organizational goals. The desired result is for the manager to have established relationships with other department managers to support cross-functional initiatives. How would you structure this meet and greet session to encourage meaningful interactions?
Approval: Team Welcome
Will be submitted for approval:
Meet and greet with other department managers
Will be submitted
Discuss feedback and queries with supervisor
In this task, you will encourage the new Service Desk Manager to discuss any feedback and queries they may have with their supervisor. Regular feedback and open communication are crucial for continuous improvement and addressing any concerns or questions. The desired result is for the manager to have a clear understanding of their performance and receive guidance to excel in their role. How would you encourage the manager to share their feedback and questions with their supervisor?
Introduction to company's culture and events
In this task, you will introduce the new Service Desk Manager to the company's culture and events. Understanding and embracing the company's culture is essential for the manager to align their actions and decisions with the organization's values. Additionally, participating in company events fosters team spirit and creates a sense of belonging. The desired result is for the manager to feel connected to the company's culture and actively participate in company events. How would you introduce the company's culture and promote engagement in company events?
Regular check-ins scheduled with supervisor
In this task, you will schedule regular check-in sessions between the new Service Desk Manager and their supervisor. Regular check-ins provide an opportunity to discuss progress, address any challenges, and provide ongoing support and guidance. The desired result is for the manager to feel supported and have the opportunity to seek guidance whenever needed. How frequently should these check-ins be scheduled? What are the key objectives of these check-in sessions?
