[TDC] 2020-06-25 IT QI

Recording

Notes

20200625 TDC IT QI

  • QI CANDIDATES
    • ·       Candidate 1 – Application Support – boundaries
      • ·       Tim doesn’t mind triaging – get simple issues taken care of
      • ·       However, could be better to have end-users raise tickets with support teams at QBO, Lacerte, etc
      • ·       This might require training TDC end-users on how to request support from each major vendor
    • ·       Candidate 2 – Service Level Agreements
      • ·       Have had ticketing systems in the past
      • ·       Judy: we used ZenDesk. Practifi uses ZenDesk, Judy thinks it is slick.
      • ·       “Do this on a ticket”
      • ·       Help Tim communicate expectations for response time, be more systematic
    • ·       Candidate 3 – New employee/new computer checklist (Judy suggestion)
      • ·       Office, Jive – top part standard, loaded, registered, with preset default settings
      • ·       Once HR says “we’re hiring” – then everyone takes care of their piece (Practifi process?)
      • ·       Bottom part – division specific
      • ·       Bamboo HR is cloud-based, very techie and millenial – likely have onboarding
  • Tim notes
    • Candidate 1: establish a “guru” for each of our applications. Off the top of my head I would suggest the following:
      • Lacerte – Shawn
      • QBO – Amanda
      • QB Desktop – Used to Janet, now Amanda S?
      • CSA – Glenda
      • QODBC – Mani
      • Box – Amanda P? Probably collaborative with Phyllis and Jennifer H.
      • Practifi – ??
      • CCH – Nirmala?
      • ASC – Christina?
      • All other apps would be me (Office, Adobe, Jive, anything hardware, etc).
      • Once we establish the gurus I can find a way to collaborate with them to resolve pressing issues. If we decide to use Zendesk again or something else maybe it could trigger an alert to the gurus as well as me and we resolve issues accordingly.
    • Candidate 2: I can work on this but it may need tweaking. I’m not sure what I would change since its not really established right now.
    • Candidate 3: I like this idea. I started one a while back but our processes have changed somewhat and I hard time keeping it current. I admit I make mistakes and corners get cut, However, here are the issues that I’ve had with using a checklist:
      • Usually I got very little notice or information when an employee starts. Sometimes less than 24 hours. I end up quickly getting hardware located, plugged in, create accounts and install software. Sometimes its just the bare minimum to get them up and running. Other times someone’s machine dies and I have to get them up and running as fast as possible. I don’t always have the luxury of going through each detail and double checking everything.
      • I’ll ask ahead of time what apps need to be installed outside of the “standard apps”. A few weeks after an employee starts they’ll realize they need an older version of Quickbooks or Lacerte, etc. I don’t mind going back and adding it but I think the frustration lies with the user when it wasn’t installed the first time.
  • Notes from today
    • Candidate 3
      • Bamboo has a task function for HR onboarding employees
      • Successful background check can trigger tasks to begin
      • Multi-branching
        • Tim would get checklist for computer setup
        • Depending on department
          • Accounting – Amanda would get a task about what needs to be on computer, send it to Tim to install, when he completes it he signs off
        • The completion “certificate” goes in their file (on Bamboo HR)
      • Still could be some annoyances/gaps – could then file a Zendesk ticket
      • Tim – needs lead time warning in order to be methodical/systematic
        • Track down hardware
      • Judy: once a candidate accepts, two weeks is standard, unless we’re hiring summer intern etc.
        • When does Kathy get it into the system – she does a lot paper intensive
        • BambooHR should be able to send the trigger, and this might get Kathy to be accountable for keeping Bamboo HR
        • Once employee is onboarded – within 45 day review, IT task in Bamboo HR
    • Tim doesn’t have a preference for priority
    • Judy’s focus – will have a new tax manager
      • Supposed to start in May, now starting August 1
      • AJ, coming from Texas
      • Senior guy, very experienced
      • Make a good impression
      • Also use this process for when computer dies
    • Judy envisions attachment checklist – attached to Bamboo HR, but dynamic – things change with software versions
    • Jeff proposes lifecycle – sequence
    • Judy envisioning knowledge map for each division’s software (like Nick’s for Pension)
      • Then add subject matter experts for each software
    • Tim: when you open a ticket in Zendesk, get an email to Tim and also to guru (e.g. Shawn for Lacerte)
    • BambooHR
      • Tim could be a manager in BambooHR
      • Create tasks etc
      • Meet with Kathy
    • Dave: once we designate specialist, indicate in “Where to look at TDC” – that document has indication of application support specialists
      • That is Tax and Accounting specific