Our goal is to use the Help Desk to manage all service requests coming to the CIMug. This will allow us to measure our responsiveness and develop a knowledge base.
Following are the roles at the present time. Assignments will change as the process is better understood and more individuals are added to the team.
CIM Service Rep - Views unassigned requests and assigns them to Experts
- Randy Rhodes (primary)
- Kay Clinard (backup)
CIM Expert - Experienced with CIM technical issues, user group processes, and a variety of topics. These are volunteers - see the Experts list. The Service Rep uses the keywords to make decisions about to whom to assign requests.
CIM Knowledge Manager - Monitors the requests and resolutions; develops Support FAQs based on items with most value to CIM members.
CIM Service Rep Manager - Oversees the service process and makes improvements. Tracks our service level.
Joining the Experts list is a great way to learn more about CIM. Contact Randy Rhodes or Terry Saxton for more information.