Theoretical Approach with Simulation Models on Full Cross Training and Workforce Working Schedule to Increase IT Help Desk Efficiency

Skills and flexibility of the workforce in IT Help Desk are two critical components to deliver the correct level of efficiency in the environment. Common problems found in Help Desk are lack of agents’ skills in being proficient of handling all support types and non-standard working schedules. The purpose of this paper is to share the theoretical approach using simulation models in boosting up the support agents’ efficiency level. Besides, the methodology used for the case study is explained thoroughly in this paper. This is an introduction to other researchers in Operation Excellence field on the outcome of the simulation models built for this research work.