Show:
Changes
Processes
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Definitions
When?
100
Saturday Onsite Desktop Help Desk support
What stopped in 2011?
100
Plan and Communicate
What I should do when I am taking time off?
100
30%
What percentage of status check calls that Tier 1 handles are assigned to the SSC?
100
Incident
What should be created when there is a performance issue or outage?
100
January 14th
When should I complete my year end assessment?
200
Email NetweaverSAP@grainger.com
What should I do if no one answers the oncall Basis primary phone?
200
Confirm coverage with my peers
What is the first thing I should do BEFORE completing any absence forms
200
Tier 2 Support, Incident/problem Mgmt, Communications, Mentoring/guiding Tier 1, Continuous Improvement and projects Sameena gives me.
What am I responsible for?
200
Problem
What should be created when there is a reoccurring sporadic issue and/or trend occurring over time.
200
Every Friday
When should I update my tasks in Sharepoint?
300
Incident / Problem #, Description, Steps for Tier 1 to follow, Information Tier 1 can communicate with the customer and the 3 Cs
What should be included in the communication to Tier 1?
300
Provide constructive and professional feedback What should I do when removing points on a SCA or updating the service tab?
What should I do when removing points on a SCA or updating the service tab?
300
Ensure there is coverage
What should I do before going on break/lunch?
300
SSC Team Sharepoint site
Where is the SSC directory located? Where can I add/update my tasks?
300
By the end of the month
When Service Call audits should be completed?
400
Update worklog with steps taken and/or explain why call is being delegated
What should I do when processing a service call?
400
Decline or Delegate my meeting
What should I do when I am unable to attend a scheduled meeting?
400
Reply ALL
How should I respond to emails with questions when it has been sent to SSC_Analyst or SSC Messages
400
On Hold Message
What should be updated when calls are in queue and MOTD has been recorded?
400
Within 4 hours
How soon should I respond to emails sent by management?
500
Communications for Headquarters or company wide
When do comms need to be sent to your manager to obtain Corp Comm Approval?
500
Through the duration of my shift
When should I log into the hotline and chatrooms?
500
1875629
What is the after hours MOTD announcement# that can be used to record planned outages?
500
EPS
What is Enterprise Processes and Systems?
500
First in First out except if there is an outage or escalation
What is the order in which delegated service calls should be handled?