EBS Services decided that the use of their Service Desk as a single point of contact left a lot to be desired, some clients still bypassing the service desk, and raising issues directly with account managers, or specific technicians they have had success with previously. It was decided to launch an agile project to carry out improvements to the Service Desk to encourage its use as the single point of contact, including running a marketing campaign. By making use of the Team/Project Builder analytics, the required skills were sourced internally before looking externally. There was surprise that they actually already had someone with marketing skills internally.
Steps taken
The Skills required were posted into the Project/Team Builder Analytics. In this case:
Customer Service Support
Marketing
Project Management
User Research
...
It was decided that people with the Skills both Fully and Largely would be selected.
To filter to a manageable level only specific job titles were selected, omitting many that would obviously not have been interested in such a project.
...
Account Manager
Project Manager
Service Desk Team Leader
Systems Analyst
Then the people that were selected based on the selected skills were exported to a .csv file
...
The exported file was then able to be used as the shortlist of possible people.
...
Of course further checking was then required on their:
Availability
Willingness to be involved
Impact being involved would have on their current duties
etc..
The fact that there was some geographical dispersion, would mean that it would be a virtual team, and some would be working on the project remotely
If geography had been an issue, the Country/Location filters could have been used as well.
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