3.2 Finding skills for a project to: Promote the Service Desk as a Single Point of Contact

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

1. The Skills required were posted into the Project/Team Builder Analytics. In this case:

   • Customer Service Support

   • Marketing

   • Project Management

   • User Research

2. 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

   • Open

     

      

3. Then the people that were selected based on the selected skills were exported to a .csv file

   Open

   

4. The exported file was then able to be used as the shortlist of possible people.

5. Of course further checking was then required on their:

   • Availability

   • Willingness to be involved

   • Impact being involved would have on their current duties

   • etc..

6. 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

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