Service Request Question - How Many Calls should be logged?

An open discussion on issues related directly or primarily to the service or help desk.
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bocca
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Joined: Wed Nov 24, 2010 7:00 pm

Thu Nov 25, 2010 10:22 am

On our Helpdesk the call loggers are responsible for adding customers to the relevant Active Directory Security Group and our desktop team install the software required.

Therefore if a customer requires access to Office Communicator, 2 calls are logged. 1 for the helpdesk to amend the Active Directory Account, 2nd for the desktop team to install the software & set it up for the customer. This ensures that both teams work is reflected in our stats.

Should calls logged be based on the customers request, NOT the work needed to be done by IT?


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Diarmid
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Thu Nov 25, 2010 12:24 pm

Why use confusing terminology? There was only one call. There were two work requests, one explicit and the other implicit.

If you describe each as a call then you will distort your stats on the number of times people have contacted the service desk and that will lead to confusion about call servicing.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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