case: Consolidate Tier 1 support desks **What RESOURCES are needed for this? Wha

Question

case: Consolidate Tier 1 support desks

**What RESOURCES are needed for this? What might be the costs of each of the resources for this?( Read case below) Please provide any useful links as well, thank you.

You are the project manager responsible to implement a consolidated Tier 1 support desk for your organization. Over the years, each operating division within the company has developed their own internal IT support structure. This means that for the seven divisions within the company, you have seven different help desks. All functions within each of the help desks are duplicative. A recent study indicated that you may be able to cut costs and improve responsiveness by consolidating the effort. The help desk must provide support 24x7x365 desktop support to all locations. To assure maximum staff recruiting and system availability, you have decided to establish an east coast and west coast help desk; however, both help desks will report to a single manager.

Successful implementation of the help desk function must ensure that 75% of the time the caller is directly connected to a person. Trouble ticketing and problem database systems must be installed that allow you to resolve 50% of the tickets on the first call. You should assume that each call center will receive an average of 60 tickets per hour during prime time and 8 per hour during other times. Currently, tickets take an average of 10 minutes to solve. The system must be implemented over an 18-month period during which time the duplicative call centers will be progressively phased out. The company has a policy of retaining and relocating staff where appropriate, so you must plan accordingly.

Explanation / Answer

Consolidating the support desks:

According to the given scenarios, the desks have been present at seven different locations to serve all the company operations across the world. In order to consolidate
the support desks, the major resources needed are:

a) Staff to support all the branches of the company. This can be by collecting the existing staff in the support from all the branches and check for relocation. If this is not possible we can try to recruit the new staff. Mostly the cost will be less when compared to hiring all the fresh staff.

b) Relocation of all the machinery from different branches(This doesn't give much cost because of the system are already present).

c) A place to accommodate all this staff and machinery for 24/7 support. This will give a cost due to and constraints.

d) Network and servers can be clubbed from the all the seven locations to support this. the cost for this will be mostly relocation charges.

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