Request Team Welcome Packet

Our Team: The full Org chart is available in Bamboo

Reference Material

Copy of Glossary of terms and TLAs.xlsx

KB00003086 WI -Anatomy of a ticket

KB00003095 WI -CARE Team process chart

KB00001807 WI -Team Start and End of Day Process

KB00001843 WI -Handle child tickets

KB00001760 WI - What to Do During Downtime

KB00003111 WI - Process - Work with At-Risk Clients

Mond****ay – Week 1 Day 1

8:00 AM - 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 AM -9:30 AM Check in with HR Manager – All things HR and Bamboo

9:30 AM - 10:30 AM Check in with Controller – Payroll and Expense Reporting

10:30 AM – 12:00 PM With CARE Team Lead - Getting set up on systems

OneLogin, MS Teams, WebEx Teams, Pzzle

·       How to access

·       Basic layout overview

·       My Dashboard, My work, Knowledge

·       What these dashboards mean

·       How to create a quality ticket (Prioritizing, information to capture)

o  Reference KB00003086 CIT - Process - Anatomy of a ticket

12:00 PM – 1:00 PM CARE Team Lead and Service Desk Manager

centrexIT Culture Who we are

·      Care

·      Leadership

·      Accountability

·      Service

·      Speed

1:00 PM – 2:00 PM Lunch

2:00 PM – 3:00 PM With CARE Triage Specialist  

Screen Connect

·       What is SC and what it is used for

·       How to access

·       Basic layout

·       How to access a DC

3:00 PM – 4:00 PM Shadow hour CARE Admin

4:00 PM – 5:00 PM CARE Team Lead

CJP

·       Call In Queue Dashboard

·       Real Time reports & CJP status’

·       Agent Dashboard

Tuesd****ay Week 1 Day 2

8:00 AM – 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 AM – 12:00 PM CARE Team Lead

              Pzzle

·       Review previous day

·       Pzzle knowledge and follow up questions

·       How to Schedule in Pzzle

·       How Check availability in Outlook

·       What is a KB and How to find a KB

·       How to search tickets

·       Who and how to escalate?

12:00 PM – 1:00 PM Shadow hour – CARE Analyst

·       Provisioning Process

·       Poway Provisioning – Physical workflow

·       Where things are located, in, out, storage

·       FedEx Pick up Schedule

1:00 PM – 2:00 PM Lunch

2:00 PM – 3:00 PM CARE Team Lead

Password State

·       What it is and how it is used

·       PW State Categories

·       What kind of access we have

3:00 PM – 4:00 PM Shadow hour – CARE Triage Specialist

·       Ticket Creation

·       Ticket triage

4:00 PM- 5:00 PM CARE Team Lead

CJP

·       Agent Dashboard

·       How to answer a call

·       How to put on hold

·       How to consult

·       How to transfer a call

Wednes****day Week 1 Day 3

8:00 AM – 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 AM – 9:30 AM Service Desk Manager and CARE Team Lead

·       Check in

·       Understanding Metrics and their importance (utilization, close rate etc.)

·       How to escalate P1

o  Reference KB00003095 CIT - Process - CARE Team process chart

9:30 AM – 10:30 AM CARE Team Lead

·       Understanding the CARE Team Roles

·       CARE Analyst, CARE Admin, CARE Team Lead

10:30 AM – 12:00 PM – CARE Team virtual Office – CARE Team Lead

·       Triaging incoming email/system tickets with CARE office

·       Scheduling live incoming email/system tickets

·       Seeing how the team is operating within their roles

·       Q&A with CARE Team

12:00 PM - 1:45 PM Lunch and Learn

·       Lunch & Learn 12:00 PM – 1:00 PM

·       Remainer of lunch 1:00 PM – 1:45 PM

1:45 PM – 3:00 PM – Shadow Hour – CARE Admin

3:00 PM – 4:00 PM Support Team Office – CARE and Support Team Leads

·       How to escalate to this team

·       Introductions and how this team operates

·       Understanding their schedules

·       How to request on site support

4:00 PM – 5:00 PM CARE Team Lead

CJP/Pzzle

·       Internal Test Tickets & Calls

·       Testing how to take, transfer and consult calls

·       Creating a ticket and its life cycle

o  Reference KB00003086 CIT - Process - Anatomy of a ticket

Thursd****ay Week 1 - Day 4

8:00 AM – 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 AM – 12:00 PM Care Team Lead

Ncentral

·       How to Access

·       Basic Layout

·       What this tool is used for

·       How to SC

Review & Catch up

·       Open for Questions on Pzzle, CJP, SC, 

·       Catch up on any previous training items if more time is needed

·       Ticket triage – Continue training on how to triage with Quality and where to send tickets

·       Continue Scheduling live email/system tickets

·       Live ticket escalation – Core SD Team, MAAC & SDHS

12:00 PM – 1:00 PM Dedicated Team Offices MAAC & SDHS – Dedicated Team Lead

·       Introductions to team

·       How to Escalate to this team

·       Introductions on how this team operates (Where they are, and who they support)

·       How to request onsite support

1:00 PM – 2:00 PM Lunch 

2:00 PM – 3:00 PM Shadow hour– Triage Specialist 

·       Ticket Triage

·       Understanding the unassigned board

3:00 PM – 5:00 PM CARE Team Lead  

Tool Training Continued

·       Continue using Pzzle, CJP, Ncentral, ScreenConnect

·       Continue to triage client tickets and focus on Quality

·       Continue with test calls and real scenario training

Frida****y Week 1 - Day 5

8:00 AM – 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 AM – 10:00 AM CARE Team virtual office

·       Warm transfer for live escalations on email/system tickets to CARE

·       Continue Scheduling Live

·       First Calls – Ticket creation, how to transfer, how to manage expectations

10:00 AM – 11:00 AM Meeting with the CEO

Dylan Natter 

·       Our company history

·       Our company vision 

11:00 AM – 12:00 PM Escalation Team Lead

Tool Training Continued

·       Continued ScreenConnect and Ncentral training for tips and tricks

12:00 PM – 1:00 PM Escalation virtual office – Escalation Team Lead

·       Introductions to the team & their roles

·       How this team operates

·       How to escalate to this team

1:00 PM – 2:00 PM Lunch

2:00 PM – 3:00 PM Service Desk Meeting OR CARE Team Meeting

·       Bi-Weekly meeting

• Segue 
• News and Updates 
• Critical Items from the team (Open floor) 
• Team Recognition and Acknowledgements 

3:00 PM – 5:00 PM Client Calls – Care Team Lead

·       Continue taking live client calls and ticket creation

·       End of Day procedure

Mond****ay – Week 2 Day 1

8:00 AM - 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 – 1:00 PM CARE Team virtual Office – CARE Team Lead

•            Triaging incoming email/system tickets with CARE office

•            Scheduling live incoming email/system tickets

•            Seeing how the team is operating within their roles

•            Q&A with CARE Team

1:00 PM – 2:00 PM Lunch

2:00 PM – 5:00 PM CARE Team Lead

Review & Catch up

·       Open for Questions on Pzzle, CJP, SC, 

·       Catch up on any previous training items if more time is needed

·       Ticket triage – Continue training on how to triage with Quality and where to send tickets

·       Continue Scheduling live email/system tickets

·       Live ticket escalation – Core SD Team, MAAC & SDHS

Tuesd****ay Week 2 Day 2

8:00 AM - 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 AM – 1:00 PM CARE Team virtual Office – CARE Team Lead

•            Triaging incoming email/system tickets with CARE office

•            Scheduling live incoming email/system tickets

•            Seeing how the team is operating within their roles

•            Q&A with CARE Team

1:00 PM – 2:00 PM Lunch

2:00 PM – 3:00 PM Teams Meeting Marketing Communications Lead

·       WOW Coin

·       Company Culture

3:00 PM – 5:00 PM CARE Team Lead – Shadow

·       Live Calls with best in class customer service

·       Ticket Creation (Refer to KB00003086 CIT - Process - Anatomy of a ticket)

·       Scheduling

Wednes****day Week 2 Day 3

8:00 AM - 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 am – 8:40 AM On Call Hand Off Meeting

·       On Call engineer and Escalation Lead change

8:40 AM – 1:00 PM

·       Live Calls

·       Managing intake board

·       Unassigned board

12:00 PM - 1:45 PM Lunch and Learn

·       Lunch & Learn 12:00 PM – 1:00 PM

·       Remainer of lunch 1:00 PM – 1:45 PM

1:45 PM – 5:00 PM

·       Live Calls

·       Managing intake board

·       Unassigned board

·       End of Day procedure

Thursd****ay Week 2 - Day 4

8:00 AM - 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 AM – 1:00 PM

·       Live Calls

·       Managing intake board

·       Unassigned board

1:00 PM – 2:00 PM Lunch

2:00 PM – 3:00 PM CARE Team Lead and Service Desk Manager

·       Check in

o  How things are going

3:00 PM – 5:00 PM

·       Live Calls

·       Managing intake board

·       Unassigned board

·       End of Day procedure

Frida****y Week 2 - Day 5

8:00 AM - 8:30 AM centrexIT morning huddle and Service Desk huddle

8:30 AM – 1:00 PM

·       Live Calls

·       Managing intake board

·       Unassigned board

1:00 PM – 2:00 PM Lunch

2:00 PM – 3:00 PM Service Desk Meeting OR CARE Team Meeting

·       Bi-Weekly meeting

• Segue 
• News and Updates 
• Critical Items from the team (Open floor) 
• Team Recognition and Acknowledgements 

3:00 PM – 5:00 PM

·       Live Calls

·       Managing intake board

·       Unassigned board

·       End of Day procedure