That knowledge is very important to us as a service desk will not surprise anyone. In order to help you in the best possible way, it is necessary to know our software inside out.
In order to answer your questions as quickly as possible, it is important to have as many service desk employees as possible at level 3 and above. However, we still see room for improvement and have therefore made a plan to raise the level. Every month a trainer within ANVA will work to train three colleagues on five new topics. The main components of this training are:
Because we have seen in the past that being given information does not immediately ensure that information is remembered, we have devised a follow-up step to make the knowledge our own. The three colleagues who have just made the information their own are each going to provide two other colleagues with knowledge as well. To be able to pass it on, they have to learn how it works. Passing it on is done until all colleagues have received and passed on knowledge. The last colleagues bring the information back to the original expert for verification. For example, we know for sure that a UBO link has not changed halfway into an RDW link. Our technical writers Ellen and Maurice use these sessions to turn the knowledge gained into articles in the ANVA Help, Knowledge Base and in the tours on ANVA Hub. That way you always have the correct and most up-to-date information there as well.
After the insight and the plan, nothing stood in our way to start implementing it . As with the tickets that ran out of time, we kicked this off together, set a goal and set a clear framework. The goal is to have all colleagues at least at level 2. That way we can all ask the right questions, record tickets properly and we won't have to ask you as customers about how it works, we'll know it. The first five topics are: Fish/CC through ANVA Hub, RDW through ANVA Hub, Office 365 (updated mail link), Aplaza through ANVA Hub and management of users and organizations on ANVA Hub.
All topics have been started and almost completed, so we can move on to March's topics. There we also evaluate last month: what should we continue to do above all and what can be improved? Eventually we want to go from level two to level three, but we are doing this in steps. That way we're tackling it in an agile way and not doing more than we need to at the time.
If you would also like to learn more about any of the above topics or have a suggestion for topics for March or April, please send a message to anva.nl
