GLOBAL SERVICE DESK

KRA FOR SHIFT LEADS

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 DAY TO DAY OPERATIONS
TASKS
Call Queue Management
Shift Handover Records
Team GSD Email Processing
SSC-GSD-Supervisor DL
Customer Complaint Tracker /
Escalations
Positive Feedback and Appreciation Updated Records on a Daily Basis in the tracker.
from Customers
Keep record of daily checks.
KPC for all Site Based Alerts INC's.
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DELIVERABLES AND FREQUENCY
Call queue should not have any ticket for more than 15 minutes.
Call conversion report to be published daily.
Zero Error in respect to INC and SCT creation.
Taking ACD calls
Updated Records and make sure the handover is sent on time.
Published as per shift handover schedule.
No pending E-mails in the mailbox.
SLA for Emails will be 1 Hours
No pending E-mails in the mailbox.
SLA for Emails will be 30 Minutes.
Updated Records on Daily basis and also updated RCA for those tickets.
Published Weekly
Published Weekly.
Enable handover mechanism between the SME’s to make sure that all daily
routine\ hygiene checks are performed.
Making sure that KPC for site based alerts should be done on time.
Regular updates if sites in business hours
Update should be there in ticket as soon as the site reached business hours.
Any ticket is for KPC is GSD queue should have appropriate incident state.
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 PERFORMANCE & REPORTING
TASKS DELIVERABLES AND FREQUENCY
●Service Level and Non Service Level
Reporting
ACD Trends
Daily and Monthly Reports
Track-wise Incidents (Open\Close)
FCR Trend
Email Processing Trend

Value Adds and Initiatives Updated Records for the same

Track Issues Log
Unassigned INC & SCTASK
Keep track of inscope and Out of
Scope INC and SCTASK
Lesson Tracker
Closure of Open Issues
There should not be unassigned incidents and task in GTI
Service Desk Queue
GSD Supervisor should keep a track of queue and ensure that
all out of scope inc and service request are assigned to correct
resolver group
Based on service desk performance and incorrect assignments
lesson learnt tracker should be published.

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TO ACT AS SITUATION MANAGER
DURING P1 CALLS
Step 1: -
GSD will be notified by end users if an application or network connectivity is down.
Step 2: -
GSD Supervisor will check if application is down at their end also.
For network connectivity they will check for any existing\open incident for that incident.
Please be extra cautious of the application is related to exams.
Step 3: -
GSD supervisor will contact Duty ISRM and provide the details of the incident.
GSD supervisor will follow the instructions provided by Duty ISRM.
Step 4: -
Major Incident Management Process will be triggered if Duty ISRM decides.
GSD will assign the priority one ticket to resolver group.
Step 5: - SMI Templates
Duty ISRM:
Contact Number:
Contact made:
Issue:
Impact:
Sites Effected: Single\Multiple
Number of users impacted:
Users (Internal / External):
Services affected:
Is there an cultural event or exam or high profile visit planned at the site: No
Step 6: - GSD Supervisor will send an update to SSC-GSD Supervisor and keep track of updates on the ticket.
Step 7: - GSD Supervisor will be update the team and the whiteboard with parent ticket number.
Step 8: - Once the issue is resolved, GSD supervisor will take confirmation for end users and close the child incidents.