IS Service Desk Expanded

In response to transitioning from working in an office environment to working remotely due to COVID-19 work from home responsibilities, expanded Service Desk staffing by training team members from other groups to assist with the overflow of calls to the Service Desk.

 Set up quick access to onboard and offboard people to assist with Service Desk responsibilities.  Ramped up staffing quickly through accelerated training, 24 hours onboarding, due to increased calls.  Organized scheduling of entire group to ensure complete coverage.  Repurposed work responsibilities of team members from other teams.  Quantity of calls increased to over 1000+ per day in the beginning of the pandemic.

 Organized training for 24 employees to assist the Service Desk.  Able to successfully transition more people from working in an office environment to remote.  Ability to provide same level of excellent customer service with this additional help.  Non-Service Desk employees increased skills that could aid them in the workforce at a future time.

 Added skills to Toolbox of other team members.  Service Desk employees appreciated the help immensely.