SPARC Technician Optimization Application

The SPARC Technician Optimization Application (TOA) provides performance analysis assistance for the total service cycle and capacity of IT support services. TOA captures data specific to the monitoring of service quality from trouble ticket and desk side service response capabilities. Metrics to be gathered include:

• Volume of service requests
• Time to acknowledge
• Time to respond
• Time to resolve
• Escalations on complexity
• Escalations on quality
• Resolution on first visit
• Requests for additional service
• Repeated service on same issue
• Quality assurance activities

TOA guides a service desk technician through the workflow of processing a service ticket while providing administrators insight ability into the service they are providing their customers. Optimized service and superior employee empowerment result.

TOA is currently available for BlackBerry and Android mobile devices.