|
Help
Desk Dictionary on BlueprintAudits.com > T |
|
|
| tactical - Relating
to the day-to-day planning or tactics of an organization. |
talk
time - The total number of seconds the caller was connected
to an analyst. |
| target
resolution time - The timeframe specified to customers
by the analyst as the time to expect an incident to be resolved.
The
time is agreed upon in an
operational level agreement by technical support partners as the
average time it will take to resolve an incident based upon its priority. |
| target
response time - The timeframe specified to customers by
the analyst as the time it will take for the dispatch group to
respond
to an incident. The time
is agreed upon in an operational level agreement by technical support
partners as the average time it will take to respond to an incident
based upon its priority. |
| team
lead - The person responsible for ensuring the help desk
is meeting service level commitments by monitoring and evaluating
the performance of
the help desk staff and providing mentoring and training. |
| team
performance goals - Measurable objectives for a group
of analysts to monitor the group’s
performance against target service levels. |
| technical
skills - Skills on how to use and support applications
and systems. |
| technical
support - Services that enable organizations to continuously
and efficiently use computer technology they have acquired or developed
internally. |
| technical
support partner - A group or team that responds to support
requests, incidents and problems that have been dispatched that require
a more technical skill set. |
| third-level
support - Support partners, both internal and external,
that provide support to resolve problems and incidents in the IT
Infrastructure
as a third
level of escalation. |
| tiered
help desk - A model with generalists at tier 1 and specialists
at tier 2, when a call is received by tier 1 and cannot be resolved
in a specified
period of time it is then transferred to tier 2 for additional resolution. |
| top
ten problems - A list of the most common reoccurring incidents
in a support organization in order to manage those incidents and
prevent re-occurrence. |
| total
calls offered - The total number of calls for service
including blocked, abandoned and handled. |
| training
plan - A plan that utilizes a skills assessment to develop
a customized plan to enhance an employee’s soft and technical
skills. |
| transfer - Dispatching
an incident to a more capable resource after initial handling and
capture of details into the incident management system. |
| trend
analysis - Utilizing data captured in the incident management
process both from customer reported issues and system generated
notifications to determine
service trends. |
| troubleshoot - The
basic steps to isolate the solution to an incident and restore user
functionality. |
| |
