Desktop Specialist Point Process

The Specialist Point role is a special assignment that rotates through the Desktop Services Specialists in the ITaP Customer Service Center.  There will be two Specialists assigned to Point each business day and changes on a daily basis, with a rotation schedule listed below.

NOTE:  If a Specialist scheduled to be Point is out of the office, another Specialist in the rotation would assume their role.

The Specialists in this role would not answer calls, instead, their duties would include: 

• Point Queue priority is to working the queue top to bottom. Making sure to get to the most critical tickets then to the oldest tickets.
• Point Voicemail priority is to be reaching out to voicemail tickets we get in the queue. If there are no more voicemail tickets then work in the queue critical tickets then to the oldest tickets.
• Voicemail Tickets Call out to the user and help with issue. If you were not able to reach them leave them a voicemail letting them know we are calling them back and that you will be emailing them asking for a time to work with them when they are next free. If you left a voicemail and emailed them, then standard ticket handling applies 1 business day to resolve if they do not reply back.
• Internal escalation path for Representatives and Service Desk Specialists
  • Incident escalation
  • Confirming identities and provide passwords / bypass codes / etc.
  • Verifying troubleshooting steps and offering assistance and suggestions on next steps
• Triage cases in the Specialist Unassigned queue to identify URGENT issues and respond accordingly
• Work cases in the Specialist queue
• Monitor Dashboard widgets for updates to tickets that need to be addressed
• Assist with CSC Dispatch if necessary 
• Inactive cases in personal queues can be resolved after 24 hours. Friday to Monday cases must wait 24 working hours before resolving.
• Goal Specialist Point is to keep all tickets in the open queue to keep it under 24 business hours with first contact.

The remaining Specialists answering phone calls can, and should continue to work cases from the Specialist queue when time allows, but the purpose of this role is to have one person completely focused on CSC ticket management and incident escalation without worrying about calls, and to allow the Specialists answering calls to worry less about cases in the queue.