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Transcript

Introduction

This guide outlines the roles and responsibilities of the Level 1 (L1) Support Team. The L1 Support Team serves as the initial point of contact for customers facing issues or needing assistance from ai. Their primary goal is to triage tickets, resolve common issues, provide information, ensure a high level of customer satisfaction and perform system checks

Purpose

The purpose of this guide is to define clear and concise roles and responsibilities for the L1 Support Team, ensuring efficient and effective resolution of user inquiries and issues

Scope

This guide applies to all members of the L1 Support Team, including all product sets and all other team working within the support framework at ai who cover tasks for the L1 team

Roles & Responsibilities

This guide will cover the following general responsibilities: 1. Ticket Triage 2. General Ticket Management 3. Daily Stand Up and Ticket Update Reporting 4. System Health Checks and Incident Management 5. Queue Management and Customer Update Requests

1. Ticket Triage

Triage is a crucial process in managing support tickets, ensuring that each issue is assessed and prioritized appropriately for efficient resolution. Click on the plus signs to find out how to triage a ticket

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Initial Assessment

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Clarify the details

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Categorise

Prioritise

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Assign

Notify

2. General Ticket Management

Following standard ticket management principles will ensure that issues are resolved in a timely manner knowledge is captured effectively to ensure lessons are learnt Click on the blue circles to see the steps

When working a ticket ensure all actions, communications, investigations and decisions related to the ticket are documented. This helps in maintaining transparency and serves as a reference for future similar incidents.

Ensure the status of each ticket is accurate at all times. And work tickets in a priority order to try to prevent tickets breaching SLA, if any ticket is about to Breach SLA please make your line manager aware

If maintenance notifications are received then log these in the 3rd party change calendar in sharepoint, notify your line manager and create a CAB ticket. Additionally send internal communications to confirm once maintenance has been completed

When a ticket requires Escalation to an L2 team member, provide a comprehensive handover of the issue details and actions taken

When an issue is resolved communicate this to the customer and request that they confirm if they are happy for the ticket to be closed

Manage, merge and close out correctly any duplicate tickets that may be raised by Customers

3. Daily Stand Up and Ticket Update Reporting

To foster transparency, teamwork, and swift resolution of issues, all L1 Support Team members are required to participate in daily stand-up meetings. These meetings are crucial for sharing updates, discussing challenges, and aligning on prioritiesClick on the icons for more information...

Collaboration

Reporting

Preparation

Documentation

Feedback and Improvements

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Prior to the daily stand-up, each L1 team member must review all new tickets raised since the last meeting. This includes understanding the customer affected, summarizing the problem, and noting any initial steps taken or required escalations.

After presenting their updates, team members should be prepared to discuss potential solutions, offer assistance to colleagues, and coordinate on crossfunctional issues that may require input from outside the L1 team.

Post-meeting, ensure that all discussions, decisions, and assigned actions are documented and shared with relevant stakeholders. This may include updating ticket notes, sending a follow-up email, or posting in a team communication channel.

Actively participate in discussions about improving the ticket triage and resolution process based on insights gathered from daily stand-ups and overall ticket trends.

4. System Health Checks and Incident Management

Ensure the operational integrity and performance of all systems by conducting daily health checks. L1 Support Team members are responsible for identifying, reporting, and managing any exceptions or irregularities found during these checks Hover over the circles to read more information...

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Daily System Checks: Perform routine checks on all systems according to a predefined checklist. This checklist should cover critical system functions, performance metrics, and security protocols to ensure everything operates within normal parameters.

Exception Reporting: Use initiative to identify any deviations from expected results during system checks. When exceptions are found, promptly document and report these anomalies, detailing the potential impact on operations and user experience.

Utilisation of Monitoring Systems: Utilize designated monitoring tools to continuously assess system health across various metrics such as performance, uptime, and security. Ensure that all monitoring systems are operational and configured to alert the team to potential issues.

Follow-Up and Accountability: Take ownership of the raised incidents from identification through to resolution. This includes coordinating with relevant teams for issue resolution, providing regular updates on progress, and ensuring that all actions are documented.

Incident Raising: For each identified exception, raise an incident ticket in the issue tracking system. Include a thorough description of the issue, any immediate steps taken to mitigate impact, and suggested next steps for resolution.

Preventive Measures: After resolution, where possible analyze the incident to identify root causes and suggest preventive measures to avoid future occurrences. Work with the team to update system check procedures or implement new safeguards as necessary.

Communication: Maintain open and effective communication with all stakeholders throughout the incident management process. Ensure that any system issues that might affect customer experience or service delivery are communicated proactively.

Documentation and Learning: Contribute to knowledge sharing by documenting resolved incidents, lessons learned, and any updates to procedures. This helps in building a knowledge base that improves team efficiency and system reliability.

5. Queue Management and Customer Update Requests

To ensure prompt and effective communication with customers awaiting updates on open tickets, the L1 Support Team is tasked with actively managing the queues dedicated to update requests: ‘Customer Response Received / Reopened’ queue. This role is critical for maintaining transparency, customer trust, and satisfactionHover over each section of the circle to find out more information

Regularly review the queue designated for customer responses on open tickets. This involves identifying new entries in the queue and assessing the urgency and impact of the requested updates and action with SLA

Upon identifying a request for an update: -Review the current status of the ticket and any recent communications or actions taken. -If the ticket owner or relevant team member has not already provided an update, reach out directly to them requesting the necessary information or a status update to be communicated to the customer. -Prioritize these requests based on urgency and the time elapsed since the last customer communication.

Bring significant or unresolved update requests to the daily stand-up meetings. Highlight: -Tickets with high urgency or impact. -Requests that have not been addressed in a timely manner. -Any barriers to providing prompt updates that require team input or managerial intervention.

Ensure that the customer receives a timely update on their ticket. Follow up with ticket owners or relevant team members if necessary, to gather and relay any progress or resolutions back to the customer.

Continuously seek ways to improve the efficiency and effectiveness of managing the customer response queue. This may involve suggesting improvements to the ticketing system, proposing changes to internal processes, or identifying common issues that lead to increased update requests.

Keep accurate records of all actions taken to address update requests and provide feedback on recurring issues or notable challenges faced in managing the queue. Use this information to drive improvements in the support process.

Performance Metrics

Training & Development

Hover over the boxes to learn more about L1 support team Performance Metrics and Training and Development

L1 Support Team performance will be assessed based on the following metrics:

  • First Fix Rate: The percentage of issues resolved during the first interaction with the user. (To be launched at a later date)
• Customer Satisfaction Score (CSAT): Customer satisfaction with the support experience, measured through post-interaction surveys. • First Response SLA: New tickets responded to with the first communication within SLA • Ticket resolution SLA: Tickets closed within SLA. • Responsiveness SLA: Customer Responses responded to within SLA

All L1 Support Team members will receive ongoing training on ai’s offerings, customer service best practices, and the use of the ticketing system. Additional training opportunities will be provided to support career development and skill enhancement.

Conclusion

The L1 Support Team plays a critical role in maintaining high customer satisfaction and loyalty. By adhering to the outlined roles and responsibilities, the team will continue to provide exceptional support to our users, contributing to the overall success of The ai Corporation

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Assign the ticket to yourself for investigation or another team member if requested to do so

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a. Verify the information, ensure that all necessary information is present, including user contact information, relevant system or product versions, error messages / codes, screenshots if applicable and steps to reproduce b. Request additional details if what has been provided is insufficient, ask specific questions to get a better understanding of the issue c. Rephrase for Clarity. Rewrite the problem description if necessary, using clear and concise language. Ensure that anyone reading the ticket can easily understand the issue and the steps needed for resolution. To help with this, remove signatures and unnecessary email trails from the description and remove any RE: or FW: from the ticket subject

During the stand-up, each L1 team member will provide a brief update on: New Tickets: A summary of all new tickets raised, including the ticket number for reference. Affected Customer: The name or identifier of the customer(s) impacted by the issue. Problem Summary: A concise description of the problem reported in each ticket. Status: Current status of the ticket (e.g., awaiting more information, escalated, in progress). Action Needed: Any immediate action required from the team or specific individuals to expedite resolution.

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Determine the urgency and impact of the issue. Factors to consider include how many users are affected, whether it's a blocker or a critical system failure, and the potential impact on business operations or customer satisfaction. Please refer to the customers contracted SLA definition if more specific guidance is needed but in general you can follow the below overview • High Priority: Issues that affect critical functionality or a large number of users. • Medium Priority: Problems that impact individual users or non-critical features. • Low Priority: Minor issues or requests that have little to no immediate impact on operations.

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Classify the ticket based on its type (Incident, service request, Major Incident.) and the product and account it relates to. This helps in directing the ticket to the right team or individual. In addition accurately complete all mandatory fields of the ticket such as: a. Issue Type b. Product c. Account d. Environment e. Support Team

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Inform the customer that their issue is being addressed. Provide an estimated time for resolution if possible, and assure them that they will be updated throughout the process. By systematically triaging tickets, you can ensure that issues are resolved in an efficient, timely manner while maintaining high levels of user satisfaction and service quality.

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Quickly review the ticket to understand the nature of the issue. Identify if it's a question, a minor issue, a major problem, or an urgent matter.