Performance and Costs Behind Staffing the DeskA Helpdesk Health Check

[ AGENDA ]

• DATA SOURCES & INTRODUCTIONS• COST ANALYSIS• TICKET STATS• ACD STATS• MOTIVATING YOUR DESK• Q&A

[ DATA SOURCES ]

Sample taken from 125,000 end users from 165 law firms with tickets from July 1st 2013 – June 30th 2014 across a range of firm sizes, locations and various IT departments.

Presenter:Jennifer Cuenot Director, of Technology Support & TrainingShearman & Sterling, LLP

Presenter:Thomas Markward  User Support ManagerCozen O'Connor 

Presenter:Bruce Wieseltier   Enterprise IT Service Desk ManagerPillsbury Winthrop Shaw Pittman LLP

Presenter:Lance WaagnerVice Chairman Intelliteach

Cost Analysis

[ POLL ]

How much per attorney do you spend supporting your Top Categories each month?

[ COST OF SUPPORTING YOUR TOP 10 CATEGORIES ]

[ COST OF SUPPORTING YOUR TOP 10 CATEGORIES ]

[ FINANCIAL STATS – UNIQUE USERS ]Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ]

Total Unique Attorney Tickets 1,183 ÷ Total Unique Attorneys 364 = 3.25 Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ]

Total Unique Attorney Tickets 1,183 ÷ Total Unique Attorneys 364 = 3.25

Step 2: [ COST FOR ATTORNEYS ]

Total Unique Attorney Tickets 1,183 x Per Ticket Cost $23 = $27,209Step 2: [ COST FOR ATTORNEYS ]

Total Unique Attorney Tickets 1,183 x Per Ticket Cost $23 = $27,209

Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ]

Total Unique Staff Tickets 3,144 ÷ Total Unique Staff 963 = 3.25Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ]

Total Unique Staff Tickets 3,144 ÷ Total Unique Staff 963 = 3.25

Step 4: [ COST PER STAFF ]

Total Unique Staff Tickets 3,144 x Per Unique Ticket Cost $23 = $72,312Step 4: [ COST PER STAFF ]

Total Unique Staff Tickets 3,144 x Per Unique Ticket Cost $23 = $72,312

Step 5: [ MONTHLY COST PER ATTORNEY & STAFF ]Unique Cost per Attorney $27,209 + Unique Cost per Staff $72,312 =

$99,521 or $117 per all attorneys**Divide Billable hours by $500 for lost production**

Step 5: [ MONTHLY COST PER ATTORNEY & STAFF ]Unique Cost per Attorney $27,209 + Unique Cost per Staff $72,312 =

$99,521 or $117 per all attorneys**Divide Billable hours by $500 for lost production**

[ FINANCIAL STATS – ALL USERS ]Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ]

Total Attorney Tickets 1,380 ÷ Total Attorneys 700 = 2Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ]

Total Attorney Tickets 1,380 ÷ Total Attorneys 700 = 2

Step 2: [ COST FOR ATTORNEYS ]

Total Attorney Tickets 1,380 x Per Ticket Cost $17 = $23,460Step 2: [ COST FOR ATTORNEYS ]

Total Attorney Tickets 1,380 x Per Ticket Cost $17 = $23,460

Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ]

Total Staff Tickets 2,454 ÷ Total Staff 800 = 3Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ]

Total Staff Tickets 2,454 ÷ Total Staff 800 = 3

Step 4: [ COST FOR STAFF ]

Total Staff Tickets 2,454 x Per Ticket Cost $17 = $41,718 Step 4: [ COST FOR STAFF ]

Total Staff Tickets 2,454 x Per Ticket Cost $17 = $41,718

Step 5: [ MONTHLY COST PER ATTORNEY & STAFF ]Cost per Attorney $23,460 + Cost per Staff $41,718 =

$65,178 or $93 per all attorneys **Divide Billable hours by $500 for lost production**

Step 5: [ MONTHLY COST PER ATTORNEY & STAFF ]Cost per Attorney $23,460 + Cost per Staff $41,718 =

$65,178 or $93 per all attorneys **Divide Billable hours by $500 for lost production**

[ FINANCIAL STATS WORKSHEET ]Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ]

Total Attorney Tickets _________ ÷ Total Attorneys _________ = _________

Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ]Total Attorney Tickets _________ ÷ Total Attorneys _________ = _________

Step 2: [ COST FOR ATTORNEYS ]Total Attorney Tickets ________ x Per Ticket Cost $_________ = _________

Step 2: [ COST FOR ATTORNEYS ]Total Attorney Tickets ________ x Per Ticket Cost $_________ = _________

Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ]Total Staff Tickets _________ ÷ Total Staff _________ = _________

Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ]Total Staff Tickets _________ ÷ Total Staff _________ = _________

Step 4: [ COST FOR STAFF ]Total Staff Tickets ________ x Per Ticket Cost $_________ = _________

Step 4: [ COST FOR STAFF ]Total Staff Tickets ________ x Per Ticket Cost $_________ = _________

Step 5: [ TOTAL MONTHLY COSTS ]Cost for Attorneys _______ + Cost for Staff ________ =

$________ or $_______ per all attorneys

**Divide Billable hours by $500 for lost production**

Step 5: [ TOTAL MONTHLY COSTS ]Cost for Attorneys _______ + Cost for Staff ________ =

$________ or $_______ per all attorneys

**Divide Billable hours by $500 for lost production**

Ticketing Stats

[ TOTAL USERS TO I.T. &SERVICE DESK STAFFING RATIO ]

[ MONTHLY ANALYST PRODUCTION ]

[ MONTHLY TICKETS PER END USER ]

[ TOP CATEGORIES BY CLOSURE ]

ItemExpected to be resolved at desk

Not Expected to be resolved at desk

Outlook 89%Word 96%Windows 89% 64%Browser 87%Credentials 92%Printer 24%Non‐Core Apps 51%Exchange Server 35% 36%Remote Connectivity 72%Software Install/Uninstall 21%

ACD Stats

[ POLL ]What is the average time to respond by Phone?

What is the percentage first contact resolution by Phone?

What is the average phone abandon rate?

[ TIME TO RESPOND ]

Contact Type Time

Phone 18s

Email 455s / 7.5 min

Voice Mail 363s / 6 min

[ FIRST CONTACT RESOLUTION ]

Contact TypeExpected to be resolved at desk

Not Expected to be resolved at desk

Phone 87% 66%

Email 49% 23%

[ PHONE ABANDON RATE ]

Phone Abandon 3.1%

@ 15 sec 67%

@ 30 sec 73%

@ 45 sec 77%

@ 60 sec 82%

@ 120 sec 96%

[ PHONE ABANDON RATE ]

Motivating Staff

[ MOTIVATING STAFF ]• Self‐Service• Focus Groups &Customer Service Feedback

• Special Assignments / SME• Training

[ SELF SERVICE ]• Developed by Helpdesk to provide department and user‐facing 

articles with a focus on self‐service• Launched firm‐wide 12/9/2013

– Deployment via firm announcement and addition of icon to taskbar

• Average page views per day: 100+• Average unique viewers per day: 50+• Of the top 5 non‐IS visitors…

– #1 viewer is an associate attorney (rank including IS personnel ‐#6)

– #3 viewer is a shareholder

[ SELF SERVICE ]

Was it successful?• Stats over the past 9 months have shown the following:

– 83% of employees have visited the site at least once– 70% make it back a second time– 60% are repeat viewers– 25% go on to visit the site 15+ times since the launch

[ FOCUS GROUPS & CUSTOMER SERVICE FEEDBACK ]

• HDI Customer Satisfaction Index Service http://www.thinkhdi-csi.com/

• Create & Track Statistics• Benchmark Your Performance• Increase Customer Satisfaction• Praise and Coach Your Team

[ SPECIAL ASSIGNMENTS / SME ]• Engage your team with the concept of doing "more"

• Reinforce their capabilities to do more than solve user issues AND your needing their help to mature the team readiness to deliver services

• Apply the SME or Liaison label to their responsibilities and efforts...both within the team and externally to other groups AND the Leadership

• Ask the SME to:

• Present topic‐specific information to the team

• Ask individual analysts for help covering SME needs for the workgroup

• Announce these assignments both verbally and in writing….solidifies ownership and the perception of being valued

• Ask the SME to present topic‐specific information to the team; at a group level is more time efficient but if they are shy about presenting then allow for individual follow up sessions with confirmation once everyone has been reached

[ TRAINING ]• 150 hours of intensive 

onboarding training:• At the end of each week, 

the analyst is tested and must pass with a 90% or greater in order to continue employment.

• 100+ hours of client specific training throughout the year.

• Weekend Boot camps:• Boot camps are mandatory 

and are provided in addition to other training initiatives.

• Refresh analysts skills on customer service (soft skills), troubleshooting, and client tools.

• Ongoing Scholarship and Internship opportunities for analysts to grow their skill set and progress professionally.

• Microsoft Office Specialist (MOS) Certification:

• Microsoft Authorized Testing Center.

• Nearly 1/3 of our analysts are MOS Masters which include certifications on Word Expert, Excel Expert, PowerPoint, and Outlook.

• Word certification is part of new analyst onboarding.

We’ll now open it up for questions

Questions

Thank You

ARROWS & LINES