Service Desk JIRA
Budget: $1,000 – $4,500 USD
I am looking for somebody that has experience of setting up a JIRA Service Desk. This person(s) should already be familiar with standard requirements for setting up a Service Desk system using JIRA.
Since we are looking for somebody already familiar with service desk common practice requirements so therefore, I am not listing the requirements in details.
If I just get a response to set up a meeting and discuss more I will probably not respond , at least not right right away. I will wait for a freelancer that already know what it means to make a JIRA service desk or that sends some relevant questions.
If you replies please describe (if possible) about the JIRA Service Desk you have set up previously.
Background:
Details about the type of users that will use the service Desk will be provided later. But you can imagine installation personal setting up for example an alarm system manufactured by us. They may use the service desk during the installation phase. Later the end user will use it. Also maintenance and service personal may need to use the service desk.
So, it is not like an IT department where users may have problems with their PC or getting their mouse to work. However, there is a software involved in the alarm system so there could be question about various things related to a user trying to configure their detectors and other sensors.
So we just want a regular service desk to be able to handle our customer service support. Just listing some here from top of my head.
- Customer service Channel
o Phone call, in that case an agent will create and write the ticket
o Email from customer – should automatically create a ticket
o Service Portal
A nice user friendly page with some common ticket types that a user can use to submit tickets
- You need to describe what roles we need to have in our service desk
o Admin, Support agent etc
- Robust Ticket Flow
- Automation
o Suggest automation where possible
- Internal communication between agents if supported by Jira Service desk
- Relevant Ticket Metrics, for example
o Average Ticket Response
o Ticket Resolution Time
o Ticket Backlog
- Propose Integrating Knowledge Base
We should support both Swedish and English Language
I would like an initial fixed price for this, at least for the basic part of the service disk. So you should specify what the fixed price part will include. If something is uncertain please ask before you offer a price.
And then if you want, you can explain what is not included in the fix price part and why it will require more discussion at a later stage.
However, I expect a fully working Service Desk setup in our Jira project as part of the fixed price project.
It should include a 2-hour training session.
I have published this also on another freelancer platform.
Since we are looking for somebody already familiar with service desk common practice requirements so therefore, I am not listing the requirements in details.
If I just get a response to set up a meeting and discuss more I will probably not respond , at least not right right away. I will wait for a freelancer that already know what it means to make a JIRA service desk or that sends some relevant questions.
If you replies please describe (if possible) about the JIRA Service Desk you have set up previously.
Background:
Details about the type of users that will use the service Desk will be provided later. But you can imagine installation personal setting up for example an alarm system manufactured by us. They may use the service desk during the installation phase. Later the end user will use it. Also maintenance and service personal may need to use the service desk.
So, it is not like an IT department where users may have problems with their PC or getting their mouse to work. However, there is a software involved in the alarm system so there could be question about various things related to a user trying to configure their detectors and other sensors.
So we just want a regular service desk to be able to handle our customer service support. Just listing some here from top of my head.
- Customer service Channel
o Phone call, in that case an agent will create and write the ticket
o Email from customer – should automatically create a ticket
o Service Portal
A nice user friendly page with some common ticket types that a user can use to submit tickets
- You need to describe what roles we need to have in our service desk
o Admin, Support agent etc
- Robust Ticket Flow
- Automation
o Suggest automation where possible
- Internal communication between agents if supported by Jira Service desk
- Relevant Ticket Metrics, for example
o Average Ticket Response
o Ticket Resolution Time
o Ticket Backlog
- Propose Integrating Knowledge Base
We should support both Swedish and English Language
I would like an initial fixed price for this, at least for the basic part of the service disk. So you should specify what the fixed price part will include. If something is uncertain please ask before you offer a price.
And then if you want, you can explain what is not included in the fix price part and why it will require more discussion at a later stage.
However, I expect a fully working Service Desk setup in our Jira project as part of the fixed price project.
It should include a 2-hour training session.
I have published this also on another freelancer platform.