This is the PowerPoint Presentation used by our Keynote Speaker, Sheri Wright, the Service Desk Manager of Steris Corporation, during our September, 2014 Local Chapter Meeting
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NorthCoast HDI September 2014
1. NorthCoast HDI
IT Service Desk
STERIS Corporation
Presented by:
Sheri Wright
Technical IT Service Desk Manager
September 18, 2014
HDI North Coast Chapter
3. NorthCoast HDI
IN THE BEGINNING…
Prior Staffing Model
• Hired college temporaries beginning an IT major
• Never worked in a “corporate environment”
• Green skill set – we were willing to start from scratch
• 15 part-time employees, paid at lowest wage possible
Some life guards made more money
• Answered phones – soft skills needed help
• Performed basic troubleshooting
Remote office connectivity – tried to email a customer who had no connectivity
to corporate email
Customer BioMetrix issue – customer referred to the BioMetrix “hamster” device
as his mouse, Help Desk Tech asked if his mouse had balls
• High transfer rate of Incident tickets to 2nd Level Support
• Lead position for 1 or 2 individuals who shined
• Had to be promoted outside the Service Desk for career opportunity
• Considered a “Help Desk”
5. NorthCoast HDI
RESULT…
CHAOS!
• No set schedules – changed often
• Problems with coverage for lunches and
breaks
• Limited soft skills
• Limited technical skills
• Behavioral issues for corporate America
• Dress code issues
• Team dysfunction
• You get what you pay for!!!
6. NorthCoast HDI
WHERE WE ARE TODAY…
Current Staffing Model
• 10 full-time employees
• A “Service Desk” rather than Help Desk
• Tiered staffing structure
Technician -> Specialist -> Analyst -> Lead -> Manager
Improved pay by 50% for non-exempt positions
Career path within the Service Desk
• Set Schedules with appropriate coverage for high call volumes, breaks and lunches
• On-call rotation for 7x24x365 for critical customer support
• Intermediate to advanced troubleshooting skill set
• Solid soft skills set
• Majority of Incidents resolved at the Service Desk, low rate escalated to 2nd Level
• Provision 90% of account access
• Actively involved in project activities across IT groups
• Considered the Face of IT
8. NorthCoast HDI
HOW DID WE GET HERE?
Hard Work & Perseverance
• Over a 2+ year period, invited other IT groups to perform training on how our
customers used our business applications
• Built SME (Subject Matter Experts) at the Service Desk for key business applications
• In-sourced low-level work to the Service Desk that performed by developers and
analysts
• Using KPIs justified the need for permanent full-time employees
• Began focusing on “quality of work” rather that “first call closed”
• Developed a tiered support level for career path within the Service Desk
• Phased in full-time employees by skill set starting with the Analysts
• Empowered agents with more privileges for provisioning and troubleshooting
• Required training for communication (written, verbal, phone and in-person)
• Shadowed other IT groups
• Started “green light thinking” sessions for process improvements
9. NorthCoast HDI
HOW DID WE GET HERE?
Revamped New Hire On-boarding
• Stronger requirements to join STERIS
Prior experience with IT support
Associate or Bachelors degree – or about to achieve
Proficient with soft skills
• Increased pay for positions
• Formalized a weekly training agenda - currently a 10 week process
• Begin training away from the Service Desk – uninterrupted
• Prioritized the order of the business applications
• Changed from answering phones after the first week to after the second week
• Phased introduction to additional responsibilities as development progresses
Answering Live Chats
Refreshing computers
Repairing walk-up break/fix
Wireless support
• No hesitation to revoke responsibilities when needed
• Shadowing with the desktop support
• Perform post training evaluation
Screen calls
Review Tickets
Retrain on weaknesses
10. NorthCoast HDI
TOOLS USED
• Lean Six Sigma – Green Belt Certifications
5 individuals trained and certified
4 projects completed - improvement return 40% - 100%
• Used the DMAIC method
• Sales Connection (SC) – reduce ticket escalation to 2nd Level Support
Performed training on the SC application with the Service Desk
2nd Level Support created troubleshooting KBs
2nd Level Support created required troubleshooting questions
Identified SMEs for Sales Connection at the Service Desk
11. NorthCoast HDI
TOOLS USED
• ITIL Training
• 5 individuals trained, 3 foundation certifications
• Goal to train entire team
• Lean IT – Kaizen events
Termination Process Improvements
Computer Moves
• Kaizen Event #5 – Termination Process
Performed off-site 3 day event – no computers or phones allowed
Mapped the current process
Identified value and non-value added processes
Mapped a future state process
Developed standard work
Perform weekly update meetings
Separation tickets now created via workflow
7 applications now auto term
12. NorthCoast HDI
TOOLS USED
• SQDC Board –daily process management tool to quickly provide a visual
assessment of how a process is operating
Participation of Manager and Lead at main board
Service Desk board being developed now – 60% complete
13. NorthCoast HDI
Employee Engagement
Motivational Activities
• Constant coaching
One-on-one meetings
Team meetings
Cross team meetings
Reinforce that we learn from our mistakes
• Stipend for on-call phone rotation
• Team Activities
Positive listing of attributes – produced be surveying peers
Random pot luck activities – pancake breakfast, ice cream social, taco Friday
Celebrate birthday months
• STAR Award for special thanks and recognition
• Open door policy, including personal issues as needed
• Ability to work remotely – this is limited
• No idea is a bad idea policy
• Celebrate Customer Service Week in October
• Christmas Luncheon with secret Santa