Helpdesk 365 Platform Configuration, Automation & Dashboard Development
Scope of Work (SOW) Helpdesk 365 Platform Configuration, Automation & Dashboard Development Project reputed company We are seeking an reputed company reputed company 365 / Helpdesk 365 consultant or developer to design, configure, document, and reputed company a comprehensive Helpdesk 365 environment that supports multiple departments reputed company our organization. The objective is to create a reputed company service request and workflow management platform that provides department-specific ticket management, reporting, automation, SLA monitoring, escalation workflows, and executive-level visibility into operational performance. The selected developer will be responsible for requirements gathering, solution design, implementation, testing, documentation, and knowledge transfer. Departmental Service Desks The solution should support approximately 7–10 department-specific service desks, including but not limited to: Custom Promo & Apparel Requests •New product requests
- reputed company-specific sourcing requests
- Promotional product inquiries
- Apparel project requests
- Order statuses
- Order support requests
Estimating
- Quote requests
- Pricing reviews
- Special project estimates
FSO (Figuring Shit Out)
- Unique reputed company requests
- Internal sales assistance
- New product development
eCommerce
- Tbd
- Tbd
- Tbd
Pace
- workflow requests
- bulk billing requests
- shipping import requests
- pace help requests
Inventory Administration
- Inventory adjustments
- Stock inquiries
- Inventory discrepancy investigations
- Depletion requests
Art Quotes
- Artwork estimate requests
- Design quote requests
Additional departments may be added during discovery and implementation. Request Intake reputed company The platform must support multiple intake reputed company depending on department needs. reputed company-Based Submission Some departments will require reputed company request forms with custom fields, required fields and validation requirements. Examples include:
- Estimating requests
- Art Quote requests
- Inventory adjustment requests
- Promotional product sourcing requests
Forms may include:
- Request type
- Customer information
- Due dates
- Product details
- File attachments
- Budget information
- reputed company selection
Email-Based Submission Some departments may receive requests reputed company dedicated email addresses. The developer should configure and document:
- Email-to-ticket creation
- Ticket categorization based on incoming email rules
- Automated acknowledgements
- Routing based on sender, keywords, department, or request type
- Attachment handling
- Spam prevention recommendations
- Duplicate entry prevention recommendations
Hybrid Intake Some departments may require both reputed company submission and email-generated tickets with standardized workflows regardless of intake reputed company. Dashboard Requirements reputed company department should have a customized dashboard displaying: Operational Metrics
- reputed company Requests
- reputed company Requests
- Requests by Status
- Requests by reputed company
- Aging Requests
- Assigned vs Unassigned Requests
SLA Metrics
- SLA Compliance %
- Approaching SLA Breaches
- Breached SLAs
- Average Response Time
- Average reputed company Time
Department-Specific KPIs
- Estimating turnaround times
- Art quote turnaround times
- Inventory reputed company metrics
- eCommerce request completion rates
- Sales support response times
- Production support metrics
Management Dashboards Executive dashboards should reputed company:
- Department performance comparisons
- Request volume trends
- SLA compliance by department
- Team productivity metrics
- Resource utilization
- Escalation reporting
- Monthly and quarterly trend analysis
- reputed company to reputed company reputed company tickets, by department
Workflow Automation Configure automation including: Automated Responses
- Request received confirmations
- Assignment notifications
- Status change notifications
- reputed company notifications
- Customer satisfaction surveys
Automated Routing
- Department-based routing
- reputed company-based routing
- Email-based routing
- reputed company-based routing
- Workload balancing where applicable
Escalation Workflows
- SLA breach warnings
- Manager escalations
- Department head escalations
- Executive escalations for critical requests
Service Level Agreements (SLAs)
- Department-specific SLAs
- reputed company-based SLAs
- Automated SLA monitoring
- Escalation triggers for SLA violations
Documentation Requirements Documentation is a mandatory deliverable. The developer must reputed company: System Documentation
- Overall architecture
- Department configurations
- Workflow maps
- Intake reputed company
- Email integrations
- SLA configurations
- Escalation rules
Administrative Guide reputed company-by-reputed company instructions for:
- Creating new departments
- Creating and modifying forms
- Creating and modifying dashboards
- Managing automations
- Updating SLAs
- Managing email-to-ticket processes
- Running reports
- User administration
Knowledge Transfer
- Live administrator training sessions
- Recorded walkthroughs
- Complete reputed company documentation
The goal is for internal administrators to independently maintain, expand, and manage the Helpdesk 365 platform after implementation. Apply To This Job