Network Operations Security Center & Customer Service Solutions
To place a help desk call dial: 615-741-1001 or 1-800-342-3276 option #3
OIR Organizational Component Title: Network Operations Security Center & Customer Service Solutions
Current Organizational Leader: Cynthia Hancock
Our Primary Mission: To ensure that our customers receive the services
they require to support their business functions, and to minimize the impact
of problems affecting the performance of their service delivery.
Primary Objectives to Serve the Customer:
- serve our customers as effectively and efficiently as possible
- serve our customers with courtesy and meet their expectations
- ensure that OIR Customer Service staff have the information and
the training they need to do their jobs efficiently
- provide our customers with accurate and timely information
- ensure that staff morale is maintained at a high level
- develop and implement alternate methods of service delivery
- maintain good relationships with all support groups, internal
and external
- empower employees to improve customer service by encouraging
ownership of issues and good communications
- identify and communicate customer needs and expectations and
develop processes that facilitate customer friendly service
Specific Targets for Improvement or Achievement in the Year Ahead:
- implement alternate method of service delivery (ability for customers
to communicate with IHD via WEB)
- develop and implement automated facilities to help IHD agents
in the assignment of incidents to support groups
- ensure that directory assistance information (personnel and services)
is as accurate as possible with the help of departmental HROs and
PIOs
- install ‘Asset Management’ module for better tracking of hardware
and software assets
- improve first-call resolution by the IHD from approximately 30%
to 50%
- begin program for IHD agent certification (Help Desk Professional)
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