|
Help
Desk Dictionary on BlueprintAudits.com > O |
|
|
| objective - A measurable achievement in support of a goal. |
occupancy - The percentage of time analysts are handling calls, performing
after
call work or other non-phone work tasks versus waiting for calls
to arrive. |
| offered
calls - All attempts to contact the help desk including busy signals,
hang-ups and calls presented to an analyst. |
| offline - A device that is not currently connected to the network. |
| off
peak - Times during the year when a business experiences a slowness
of transactions. |
| open
calls - Incidents reported by customers that have been entered into
the incident management system but have not been resolved. |
| operational
level agreement - A document that outlines the support parameters
and roles and responsibilities
for providing customer support by a technical support partner or internal
support provider. |
| organization
structure - A company-specific description that defines the arrangement
of the support organization including levels, management, roles and
responsibilities,
and reporting structure. |
| outbound
call - A call placed from an analyst at the help desk either to a
customer, technical support partner or other external person or organization. |
| outsource - Utilizing an external firm to deliver all or a portion of the IT
services traditionally
provided by an internal support organization. |
| overflow - Calls that flow from one queue to another queue during high call
volumes
in one queue. |
| |
