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Help Desk Ticket Performance
Help Desk Ticket Performance
Achieved a 0 help desk ticket queue - Was only achieved once prior in 18 years of service to the client (Right)
Achieved a 0 help desk ticket queue as the only help desk technician at the company (Left)
Balancing multiple channels of communication, triaging the issues accordingly, and executing based on set standards (Calls, emails, texts, in person, hall stops, word of mouth, notes, alerts, personal discoveries, outages)
MSP#1: 0 Ticket Queue Achieved Once Prior in 18 Years
MSP#1: 0 Ticket Queue Achieved Once Prior in 18 Years
MSP#2: Only Help Desk Technicain Employed at the Company
MSP#2: Only Help Desk Technicain Employed at the Company
24/7 On-Call Support
On a rotation basis from Monday to Monday 24/7 "On-call" duty begins
Starting the day at 7AM oppose to 8AM
Answering emails, alerts, and calls until 10PM if greater than a priority 4
Paged anytime a priority 1 issue is received
Response time less than 45 minutes
Experience Supporting These and Other Companies:
Experience Supporting These and Other Companies:
Experience Supporting These and Other Companies:
Retirement Communities
Municipal IT (Law Enforcement, Town Hall, Public Works)
Law Offices
Dental Practices
Medical Practices
Schools & Educational Environments
Investment & Financial Firms
Manufacturing (Equipment, Product, Assembly)
Construction Firms
Insurance Agencies
Formal meeting technology support
Association Meetings
Association Meetings
60+ Attendees in person and virtual
Multiple microphones
Multiple speakers
Multiple presenters with various applications
Advanced conference meeting technology (OWL)
Broadcast meetings for virtual attendees
Record meetings
Hearing accommodations
Board Meetings
Board Meetings
30+ Attendees in person
Main members of the c-suite
Non-executive directors
Investors
Observers
Committee administrators
Best Practice Ticket Time & Note Entries:
Best Practice Ticket Time & Note Entries:
Establishing a standard ticket note format across all service boards improves consistency, communication, and efficiency. Clear, easy-to-follow notes help technicians quickly understand issues, reduce duplicate work, and enable faster resolutions. Standardized documentation also ensures tickets can be easily reviewed, escalated, or revisited in the future.
Default Ticket Note Tempalte:
Default Ticket Note Tempalte:
HOW MANY PEOPLE ARE AFFECTED BY THIS ISSUE? (Include names if known)
STEPS TAKEN
RESULTS or FINDINGS
NEXT STEP
Example of a Default Ticket Note Tempalte:
Example of a Default Ticket Note Tempalte:
Support Escalations:
Support Escalations:
An essential skill for any IT professional is the ability to translate complex technical concepts into clear, understandable language for non-technical audiences. In order for requests to get approved, people must first understand the need. Here is an example:
UPS Request.pdfCommunication Example:
Communication Example:
Summary: The end user submitted a ticket stating she is unable to print to the office printers from her mobile phone
Typing speed test of 63 words per minute with 96% accuracy
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