The document provides an overview of Janet Lankford's virtual helpdesk team which supports 2800 users across the United States and London. The team uses several tools like Contactual for call routing, Track IT for ticket tracking, and Bomgar for remote access. Key metrics like call volume, tickets opened, abandoned rate, and customer satisfaction are analyzed. The management style focuses on individualized support through weekly conference calls, one-on-one meetings, and group instant messages. Training is provided through Microsoft, HDI, and weekly presentations by technicians.

1. Managing Virtual Helpdesk Janet Lankford – IT Helpdesk Manager November 2008

2. IT & Product Development Department

3. Overview of Team

7. Contactual

8. Call Volume

9. Track IT

10. Number of Tickets Opened in Track It

12. Balanced Scorecard 93% 92.57% 92.69% 96.66% % of calls answered within SLA <=30 sec 87.53% 82.90% 90.64 % of calls answered in less than 30 seconds On a scale 1-5, target 4 to 4.59 4.6 4.58 4.6 Customer Satisfaction Rating 4 min 3.37 3.41 4.08 Average talk time <=5% 15.53% 15.02% 9.51% Abandoned Rate Benchmark Results Results October Metric Industry August September MTD

13. Question Pro – Survey Tool

14. Question Pro Survey

16. WIKI