Building support team

An open discussion on issues related directly or primarily to the service or help desk.
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Dror
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Wed Aug 29, 2012 4:42 am

Hi,
I've got a mission in work is to set-up a Tech Support team
I don't have any experience in this field.
Where can i find some tips or articles that can help me with the whole set up.


Thanks,
Dror


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Diarmid
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Wed Aug 29, 2012 6:28 am

Not much to go on.

What will be the function/purpose/objectives of the team?

Who will it support?

What "technologies" will it provide support for?

Do you have a budget?

Is it in fact to be an infrastructure management team misnamed? (many are and it makes it doubly difficult to understand their role and place in the organization).

Is it just the setting up of a team that you lack the appropriate experience?

Before looking at anything else, you need to know all of the above and you need to formally (i.e. in writing) agree with your manager the role and scope of the team and its broad objectives and how its performance will be measured and how your performance will be measured.

From all that you can work out what numbers you need in the team, what skills, what policies and procedures, you can draw up person specifications and job descriptions, and work on salary levels.

Then you can think about recruitment and training.
"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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Dror
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Thu Aug 30, 2012 2:37 am

Thanks for your replay.
I need to establish our help desk next month (we provide B2B software for TV industry in OTT solution business).
The main issue is the help desk system, we tried kayako and it seems to be ok, but our developers prefer to use JIRA.
Another issue is the work procedures, i don't know where to begin.
about the budget, the company want to save money (i guess that the reason they gave me this mission).
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UKVIKING
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Thu Aug 30, 2012 3:36 am

So you have been set up to fail from the start

They asked you who knows nothing about setuping a support team to set up a support team in order to support a customre that this company recently acquired

My first thought is as follows

If I was the customer, I would sue for breach of contract
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Thu Aug 30, 2012 4:03 am

Has anyone got a scream emoticon I can use here?

Before I go any further, let me just fully endorse John's observations.

The main issue is definitely NOT the "help desk system".

A much bigger issue is that the developers have a big say in how to deliver service support.

A still bigger issue is there is no formal understanding of the support function and yet you have not one but two pieces of software to help you do this thing you don't understand.

A still bigger issue is that there is no requirement for staff to have appropriate skills and experience for roles they are asked to carry out.

A still bigger issue is ... well I could fill a page like this. Just one last one:

A still bigger issue is that I do not have a job, and your company needs my skills and experience more than it needs the sun to rise each morning.
"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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KenLuo
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Sat Nov 17, 2012 10:13 am

UKVIKING wrote:So you have been set up to fail from the start

They asked you who knows nothing about setuping a support team to set up a support team in order to support a customre that this company recently acquired

My first thought is as follows

If I was the customer, I would sue for breach of contract
Well, don't be so harsh, every company is doing like this. Contract is done by Sales, implementation is done by other team.
Luo, Tian-Hong (Ken)
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KenLuo
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Sat Nov 17, 2012 10:17 am

Well, if you don't know what you're going to do, then it would be a mess.

Below is some initial steps you can follow:

1. Understand the scope, what this team is going to do?
2. Define leadership roles to manage the team based on the scope, and tell who is going to be the owner of each scope.
3. Define the roles and responsibilities, measurements of each scope.
4. Define the CVs.
Luo, Tian-Hong (Ken)
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UKVIKING
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Sat Nov 17, 2012 12:06 pm

Ken

I am not a nice person. I tell the cold hard facts. In this case, the person who posted is set up to fail

In a IT world or a construction world or any endevours. the person who is setting it up should have experience doing and maybe even setting it up

Otherwise it is doomed to fail - either by the staff or for the customers

and as diarmid says ....

it is amazing when completely clueless people get a role like this and then come to a forum asking for help to do THEIR job.., when the company could have hired Diarmid or some like him
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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