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AAA Mid-Atlantic Information Technology Help Desk

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AAA Mid-Atlantic Information Technology Help Desk

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    1. AAA Mid-Atlantic Information Technology Help Desk Providing Support Service for all Information Technology Issues To 2,800 Internal Clients Supporting 75 different Locations 5 States – Pennsylvania, New Jersey, Delaware, Maryland and Virginia

    2. Help Desk Profile 4 Help Desk Analysts, 1 Technical Asset Coordinator, 1 Manager Staffed Support from 7:45 am to 6:30 pm, Monday through Friday Saturday 8:30 am to 3:30 pm On Call Support for emergency issues during non-staffed hours.

    3. Help Desk Support Profile Support provided via 800 Telephone Service, Voice Mail, Email, Interoffice Mail, Magic Self Service, and Walk Up Intranet FAQ’s Software used Magic Service Desk version 7.5.2 Installed 12/01

    4. Support Call Volume 2,500 Phone calls per Month Average Speed of Answer: 60 Seconds Average Length of Call: 3 Minutes, 30 Seconds Call Answer rate: 89.8% Same Day Call Resolution by Analyst taking the Call: 77%

    5. AAA Mid-Atlantic’s Top 5 Magic Pluses Browser Based A tremendous improvement over the original Magic software that had to be loaded on each PC that needed Magic access. Knowledge Search Reduces training time for new Associates Speeds resolutions Response on data queries Software allows attaching files and documents Work Order Generator allows multiple work orders to be created for different support groups from a single Service Request (Incident)

    6. AAA Mid-Atlantic Top 3 Magic Minuses The procedure to print an Incident or Work Order is cumbersome and takes multiple steps. It should be just a click on an Icon. When printing an Incident or Work Order, what is printed is in a different format then what is displayed on the screen Reports should be set be set up with drag and drop formatting

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