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William Perrin
User for 3 years
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Intra-Day Accountability Process
Purpose Ensure technicians stay on track with ticket progress throughout the day. Intra-day chec...
Metrics and Reporting Process
Purpose Provide visibility into team performance, SLA compliance, and client outcomes. Metrics e...
Knowledge Base Contribution Process
Purpose Build and maintain a library of solutions so the team can solve repeat issues faster, pr...
Quality Assurance Spot Checks
Purpose Ensure tickets are handled to a consistent standard of quality, not just speed. QA check...
Manager Ticket Review Process
Purpose Give the Service Desk Manager clear visibility over the ticket queue, ensure SLA complia...