For a Support organization access to knowledge is very important. The goal is to provide quickly good answers (and solutions). To be able to do that you require well trained personnel. When your software package is large it will be quite difficult to have every Support Analyst well trained on all areas. In time experienced Support Analyst will leave your company and other (junior) Support Analysts will join. You have to keep on training.
Tag - Good answers
Monday 18 July 2011
Access to knowledge
By Esther Verlaan on Monday 18 July 2011, 16:04 - Support Policies
Friday 8 July 2011
Second Line Support looks like First Line Support
By Esther Verlaan on Friday 8 July 2011, 09:26 - Second Line Support
The tasks of Second Line Support are almost the same as First Line Support. The difference is that when reported support issue is picked up in Second Line Support it should be handled by only one Support Analyst and he should never let go untill it results in a solution, an advise, an explanation or a defect.
Every time an issue is picked up it requires rework to come to a level where the activities can continue to come to a final. It becomes even worse when a new analyst has to pick up the same issue. The amount of rework in such cases is even higher. Rework always cost time and thus money. Pick up an issue and never let go of it untill a final stage is reached costs your company less.Read the articles of First Line Support to get what is expected at Second Line Support.
Thursday 7 July 2011
Customer is more satisfied when it receives quickly good answers
By Esther Verlaan on Thursday 7 July 2011, 10:52 - First Line Support
The goal of First Line Support is to provide an answer as quickly as possible. Quick and good answers provide the customer with a good feeling about the provided service. The quicker you are able to tackle reported issues the less costs are involved... The knowledge level of Support analysts on First Line Support should be very broad to be able to tackle a large range of issues the customer could report.
Directives on how long First Line Support should take should be provided but not strictly followed. Half an hour is more or less a good time indication. If the situation is not clear after half an hour of investigating the problem it should move to Second Line Support for further analysis. When within half an hour the error is clear and it can be solved within two to three hours it should remain at First Line Support else transfer time will be too large in ratio to the handling time.
The findings should always be reported by the Support Analyst on the reported Issue. This information prevents asking questions twice or executing several actions twice.