Trucordia - Service Desk Overview

Q: Does the Service Desk have any other tasks besides taking calls?
A: The Service Desk handles support, service requests, and a limited set of management tasks such as troubleshooting and installing software. Larger issues like project management are escalated to the appropriate teams.

Q: Where are the tasks retrieved from (ticket queue, email, other system)?
A: Tasks are retrieved from the ticket queue in Jira, and the shared email inbox helpdesk@pcfins.com. The email system updates every 60 seconds, creates new tickets when necessary, and links emails to existing tickets based on metadata.

Q: What is the volume of tasks handled by the Service Desk?
A: Approximately 2,000 tasks per month.

Q: How long does it take to complete a task?
A: The time-to-resolution (TTR) is typically around 50 hours, but this is expected to improve as the backlog decreases. When fully caught up, the average TTR is approximately 36 hours.

Q: Does the Service Desk open a ticket for each task?
A: Yes. Every interaction generates either a new ticket or an update to an existing one. Emails automatically create tickets or work notes. Ticket templates are used to streamline the process.

Q: What access rights are needed to perform these tasks?
A: Basic access to the ticketing system. Agency Support is the ticket queue used by the team and the Agency Escalation queue is specific to Trucordia.

Q: Are there processes that the Service Desk follows?
A: Yes, a 3-strike rule is in place for follow-up attempts. A user will be contacted at least once by phone and if no response occurs after three attempts the ticket is closed. Support is available for anyone with a @pcfins.com account, @trucordia.com account, or when their agency aligns with the support structure. Tickets marked as "Urgent" or "Critical" are automatically prioritized as P1 but agents can adjust the severity as needed. P2 is the default incoming priority and can be downgraded.

Q: What are the top drivers for Service Desk calls?
A: Email support is the most common request, particularly around the filter system and ticket routing. Other top issues include Office 365 support, password resets, and hardware issues.

Q: How does the Service Desk operate daily?
A: Agents check for priority tickets (P1) and work on the oldest tickets first. When clearing a backlog, agents prioritize quick resolutions. Each ticket receives an immediate first contact via email or phone. If the issue is resolved, the ticket is closed, unless it’s a three-strike scenario. Any unresolved issues are escalated to a senior resource.

Q: What services are currently offered by the Service Desk?
A: The Service Desk primarily offers support through telephone and email. Trucordia’s internal IT team handles walk-ins. Teams outreach may happen occasionally but users are encouraged to submit tickets through the proper channels. Work stoppages are treated as P1 tickets.