Daily Responsibilities

Call Management

• Monitor calls and reach out to Agents when their calls exceed 15 minutes (30 minutes for calls to the Hardware queue) to see if help is needed.
• Ensure that at least one Spanish speaking Agent is available.
• Is the primary point of contact for the Agents when they encounter unexpected issues and need to come out of the call queue. 
• Update the Team PTO and Attendance Tracker 2026.xlsx when an Agent is out sick, late, needs to leave early, or any other changes to their schedule.
• Monitor the Abandoned Calls and determine any trends wholistically or by queue. Such as...
  • Long wait times
  • Availability of Spanish speaking agents
  • Other possible trends
• Ensure the Agents are not 'gaming' the system by going in and out of availability status, so they are not next in queue for calls.
• Monitor the Wallboard to ensure Agents are not going into Tickets-ITSD as they are required to complete their ticket during wrap-up (work time). If they need extra time, they are to save the ticket and come back to it later.
• Monitor breaks/lunches to ensure Agents are not taking breaks/lunches longer than the maximum time (15 minutes for breaks and 60 minutes for lunches).
• Ensure that Agents are taking their scheduled lunches and adjust schedules as necessary for the given call volume. Team PTO and Attendance Tracker 2026.xlsx
• Assist the IT Service Delivery Lead with the maintenance of the Saturday shift schedules.  Saturday Schedule 2026.xlsx

Call Availability

• The Shift Lead will be required to take calls on Mondays for the first two hours of their shift. (Future)
  • The Shift Lead will be required to take calls anytime when there are 3 or more calls waiting in the queue until the call queue is cleared.
  • The Shift Lead should also take any call when the Longest Wait Time exceeds 10 minutes.
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  Customer Satisfaction

  • Respond to Unsatisfied Customers.
    1. Contact the customer within one business day of submitting an unsatisfied CSAT.
    2. Assign the Unsatisfied Tasks.
    3. Update the Work Notes of the Task regarding the conversation with the customer.
    4. The Work Notes act as the mitigation for the unsatisfied response as well as ensure that the customer's voice is heard.
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  Security Policy Compliance

  • Monitor that Agents are complying with the Caller Verification policy for Password Resets, Account Unlocks, and Bitlocker Decryption.
    1. See the Caller Verify Tracking tab on the ITSM Weekly Reporting dashboard.
    2. Will need to differentiate between calls where the password was reset or account unlocked when the caller was not verified as to the calls where the verification was bypassed or alternative method was used.
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  Incident Management

  • Act as a point of contact for the Service Desk Agents to assist with resolution for complex or high-priority incidents that are aging and need escalation.
  • Collaborate with the Service Desk Agents to address challenging issues and share expertise for continuous improvement.
  • Assist with ticket resolution and closure as needed when team members are out of the office, or the ticket queue is high.
  • Assist in training and mentoring Service Desk staff on effective problem-solving and escalation procedures.
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  Service Desk Reporting & Data Analysis

  • Gathering and compiling Service Desk reports and assisting with data analysis.
  • Conduct thorough analysis of escalated incidents, identifying root causes, roadblocks, and proposing preventative measures to enhance overall Service Desk efficiency.
  • Provide ad-hoc reporting for Incidents, Requests/Tasks, Calls, and Call Recordings as needed.
  • Maintain the Service Desk Dashboards by ensuring the reports are accurate and updated as needed.

Tickets and Tasks

Tasks

• Assign Tasks to Agents as necessary.
• Review Aged Tasks to ensure they are updated daily.
• Tasks must have current information to ensure they are completed as quickly as possible.
• Focus is to be placed on Associate Change Event Tasks with Effective Dates in the past or up to a week in the future. This report can help you: Associate Change Events Open. There should not be any open Tasks with an Effective Date of Change in the past. If there are any open Tasks, there should be work notes as to why it is still open.
• Intervene and assist Agents when necessary to assist the expedite of completing Tasks for the customer.
• Agents should have a maximum of 15 open Tasks with no more than 5 Aged.
• Determine what is causing Tasks to become aged. This is necessary so the cause can be removed.
• Review Tasks for each Agent weekly to ensure the Tasks are properly updated.
• Ensure the Agents who work the Saturday shift provide a summary of work; Tasks updated and Tasks completed.
• Ensure the Agents who work the evening shift provide a summary of work; Tasks updated and Tasks completed.

Tickets

• Assign Tickets to Agents as necessary.
• When Tickets are reassigned back to the Service Desk, please assign them to the original Service Desk Agent.
• Review Aged Tickets to ensure they are updated daily.
• Tickets must have current information to ensure they are resolved as quickly as possible.
• Intervene and assist Agents when necessary to assist the expedite of completing the Tickets for the customer.
• Agents should have a maximum of 10 open Tickets with no more than 5 Aged.
• Determine what is causing Tickets to become aged. This is necessary so the cause can be removed.
• Review Tickets for each Agent weekly to ensure the Tickets are properly updated.
• Ensure the Agents who work the Saturday shift provide a summary of work; Tickets updated and Ticket resolved.
• Ensure the Agents who work the evening shift provide a summary of work; Tickets updated and Tickets resolved.

Service Desk Emails

• Routinely review the emails to the Service Desk to ensure there aren't any emails requiring follow-up or escalation.

Request Management

• Review Laptop requests to ensure they are necessary.
• Continuously evaluate Requests from Need Something Else and Network Access or other Permissions catalog items for what can be automated.
• Periodically review the Catalog Items within the Service Desk on the AskSiteOne Self-Service portal specific to the Service Desk to ensure they are still fit-for-purpose.

Major Incident Management

• Participate in the On-Call Rotation.
• Respond to Major Incidents to ensure service is restored via SiteOne's Major Incident Management process. See the related KB Articles.
  • KB0012165 Major Incident Management Process
  • KB0012151 How to Manage a Major Incident Step-by-Step
• Ensure the Post Incident Report (PIR) is completed within three business days from when service has been restored.
• Monitor the UE Issues Webex Channel for potential issues impacting the business (although the responsibility should be on the UE Team Management to alert us by proposing a Major Incident)

Knowledge Management

• Is the primary reviewer of Knowledge for approval and publishing. This ensures new knowledge is reviewed and approved quickly, so the Agents have access to knowledge.
• Identify missing knowledge and engage with the teams who own the service/application.
• Review the Knowledge Articles used by the Service Desk.
• Ensure that the Knowledge Articles used by the Service Desk are current and accurate.
• Frequently review the General Service Desk chat room to identify the most common questions Agents are asking/posting. 
  • Identify Agents who are not utilizing available knowledge and to remind them to first search for knowledge.
  • Goal is to reduce call times, so Agents have access to knowledge and won't need to wait for answers.
  • This is a good way to reduce the dependency on the chat room.
  • You may also check with the Telecom team to see if they can export the messages. 

Weekly Responsibilities

• Assist with adding discussion topics to the weekly Service Desk Meeting agenda.
• Remind Agents that they are assigned to the upcoming week to work on the Associate Change Event Tasks by noon on Fridays. Associate Change Event Tasks Weekly Schedule.xlsx  (Note: Please coordinate with the IT Service Delivery Lead.)

Monthly Responsibilities

Agent Scorecards 

• Randomly compile 5 tickets for the Stefanini Core Agents.
• It's best to gather the tickets each week for the prior week as it saves time.
  • Evaluate each one for adherence to our quality standards. 
  • It's best to evaluate the tickets each week as it saves time.
• Randomly compile 5 call recordings for the Stefanini Core Agents.
• It's best to gather the call recordings each week for the prior week as it saves time.
  • Evaluate each one for adherence to our quality standards. 
  • It's best to evaluate the calls each week as it saves time.
• Compile the various metrics for each agent; this needs to wait until the month closes.
  •  Agent Scorecards
  •  Monthly Performance Narratives
  • Agent of the Month Tracking.xlsx