An IT support professional who responds to incidents escalated from or assigned by the service desk that are related to customer equipment; additional skills, knowledge, tools, or authority are required. DSTs may resolve incidents remotely, at the deskside, or via equipment returns. ...
A worker who is physically located somewhere other than fellow members of a team or company, but who is able to act as if there were no separation. For example, a support center staff may add virtual workers who are not in the support center, but who answer phones or e-mail as if they were...
1) Labor turnover is the percentage of employees who leave a company or organization (through resignation, attrition or involuntary separation) during a given period; also, the number of employees hired to fill vacant positions during a given period, usually one year. 2) Financial turnover is...
Using telecommunications to work from home or other locations instead of at an organization’s office. #Staffing #WorkforceManagement #People #SupportModels #SupportOperations #Scheduling
A group of people with technical skills; support groups provide the technical support for all of the IT service management processes. #SupportModels #TechnicalSupport #ITSM #SupportOperations #People
All individuals, groups, or departments who play a role in the delivery of support in response to customer requests. The members of the support team may not necessarily all report to the same manager or work in the same department. #SupportOperations #SupportModels #People
A common term used to indicate a service desk or support center employee whose primary job responsibility is responding to customer calls. These employees, which HDI calls support center analysts, typically provide first- or second-level support. See Analyst . #People #ServiceDesk ...
A tool used to determine the number of support personnel required to deliver on SLA commitments. #Sourcing #SupportOperations #Scheduling #SupportModels #Staffing #People
The management professionals who manage a team of support center analysts and/or team leads while executing the operational and tactical plans of the support center and satisfying customer and business needs. Their responsibilities may include recruiting and hiring, performance management,...
Previously referred to as director of support. Support center directors are the management professionals who are responsible for leading the support organization as a whole, rather than a specific support center . Their responsibilities may include overall service delivery, strategic direction,...