During the service desk transition, our team will work as a silent partner, either by physically or virtually ‘looking over the shoulders’ of the incumbent technical support staff.
During the knowledge transfer phase of moving the service desk to ServiceJi, our agents take on a more passive position as “silent partners” for a time which is agreed between partners as being optimum for that organization.
Our agents will have been trained in the current service desk playbook through the client’s ‘Tier 0’ knowledge transfer documentation and through meetings with current support workers.
The new support staff members will now enter a period of cooperation with the current support staff during which they will observe and ‘silently’ engage in triage, incident and service request management, and closure/escalation.
When new support agents and their silent partners are in the same room together, the transition from the former to the latter is simple to imagine. ServiceJi’s support staff can visit our clients in person if necessary, but in most cases, the client prefers a more cost-effective and convenient remote knowledge transfer method.
We have extensive experience in handling silent partner remote transitions and the process is described here:
The identification of a small subset of existing live agents who are to be observed.
Integration of the systems that are required to enable live audio/visual sharing of service desk support processes between the current team and the new support team.
Observation of everything from incident/service request to the final resolution or escalation.
System integration details are planned in collaboration with ServiceJi’s systems engineers and clients. Our system engineers will determine the best approach after considering a number of factors, such as the client’s current support channels and telephony systems, and whether or not we will be integrating with the client’s existing infrastructure. Our support staff uses ‘3-way’ telephone solutions that allow them to listen in on live support calls without the call recipient noticing. The new ServiceJi support agents will observe the procedures of the current support agents while gaining knowledge via remote desktop tools. During calls, agents can communicate with one another via chat systems, and post-call debriefs are conducted to analyze performance.
ServiceJi has extensive expertise in all phases of service desk transition and will ensure that the entire transition runs smoothly, quickly, and seamlessly.
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