centrexIT Dedicated SUPPORT On-board Training Schedule and Welcome Packet
Our Team: The full Org chart is available in Bamboo
Reference Material
Copy of Glossary of terms and TLAs.xlsx
KB00003086 CIT - Process - Anatomy of a ticket
KB00001755 CIT – Process - Support Engineers Workflow
KB00003819 CIT - Process - Scheduled Calendar Changes Space
KB00003089 - CIT - Process - Support Team Start and End of Day Process
KB00001843 CIT - Process - How to handle child tickets
KB00001760 CIT - Process - What to Do During Downtime
KB00003111 CIT - 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 Dedicated Support 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 Dedicated Team Lead and Service Desk Manager
centrexIT Culture Who we are and roles throughout our organization
· Care
· Leadership
· Accountability
· Service
· Speed
1:00 PM – 2:00 PM Lunch
2:00 PM – 3:00 PM Dedicated Support Team Lead
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 - Support Engineer
4:00 PM – 5:00 PM Dedicated Support Team Lead
CJP
· Agent Dashboard
· How to answer a call, how to put on hold, How to consult
· How to transfer a call
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 Dedicated Support 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 Admin
· Provisioning Process
· FedEx Pick up Schedule does not apply to dedicated
1:00 PM – 2:00 PM Lunch
2:00 PM – 3:00 PM Dedicated Support 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 Shadow hour - Dedicated Support Engineer
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 Dedicated Support 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 Support Team Lead
· Understanding the Support Team Roles
· Jr. Support Engineer, Support Engineer, Support Team Lead
10:30 AM – 12:00 PM Dedicated Team virtual Offices MAAC– 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
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 – Dedicated Support Engineer
3:00 PM – 4:00 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
4:00 PM – 5:00 PM Dedicated Support 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 Dedicated Support 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 Support Team Office – Support Team Lead
· How CARE escalates to this team
· Introductions and how this team operates
· Understanding their schedules
· How to request on site support
1:00 PM – 2:00 PM Lunch
2:00 PM – 3:00 PM Shadow hour– Triage Specialist
· Ticket Triage
· Unassigned Board
3:00 PM – 5:00 PM Dedicated Support 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 Dedicated Support Team virtual office
· Warm transfer for live escalations on email/system tickets from CARE
· First Calls – Ticket creation, how to transfer, how to manage expectations
· How to escalate to the Escalation Team
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 Dedicated Support 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 – Dedicated Support 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 Dedicated Support Team virtual office – Dedicated Support Team Lead
· Warm transfer for live escalations on email/system tickets from CARE
· Ticket creation, how to transfer, how to manage expectations
· Identify
o Do I have the information? Do I have the time? Do I have the skill?
1:00 PM – 2:00 PM Lunch
2:00 PM – 5:00 PM Dedicated Support 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 Dedicated Support Team virtual Office – Dedicated Support Team Lead
• Triaging incoming email/system tickets from CARE office
• Scheduling live incoming email/system tickets
• Seeing how the team is operating within their roles
• Q&A with Support 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 Dedicated Support 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 your board – Quality first
· 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 your board
· Unassigned board
1:00 PM – 2:00 PM Lunch
2:00 PM – 3:00 PM Dedicated Support Team Lead and Service Desk Manager
· Check in
o How things are going
3:00 PM – 5:00 PM
· Live Calls
· Managing your 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 your board
· Unassigned board
1:00 PM – 2:00 PM Lunch
2:00 PM – 3:00 PM Service Desk Meeting OR Dedicated Support 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