Onboarding Interns 3 Months Plan of Action
By learning how to use the BCP properly, the interns will get the experience of a day to day life of a support engineer. They will get the exposure of incident handling. By learning this after the WIPS process, they will realize the tools used in practice as demoed by a support engineer.
The Knowledge Management Training will be needed for the Interns to be able to get the requirements to write a KBA. With this capability, they would be able to amass X amount of KBAs as required by the Knowledge Management team or SWI team lead.
During this week, depending on how fast they were able to learn KM strategy and KBA writing, they will also learn Agentry basics and product basics as presented by Mark Pe.
When the intern starts to write KBAs about known issues, they will learn at the same time the past issues and how it was resolved. With the knowledge gained in Agentry on the prior weeks, they may be able to add 1 and 1 together to figure out how the application was resolved.
When the intern starts to deploy and install out of the box system properly, they will learn all the issues/resolution in getting a demo environment up. This + what they learn in the prior weeks will help them answer basic questions about Agentry and products.
At this point in time, they may have some information to help the SWI team succeed.
The senior engineer will instruct the intern to study in detail certain incidents and to shadow how it is processed from start to finish. The workflow of the incident processing from creation to confirmation will be demoed in real life.
The interns will be exposed to known issue (live issue). Mark will assign key KBAs to be written and publish. They will learn to track and follow all known issues being reported and to help SCN or KBA to prevent those issues. Mark Pe- Senior Support Engineer will require them to hunt down all open issues with all known released KBAs. This will help with deflection and help the Chicago team numbers soar.
Subash is leading the effort of QA analysis as instructed to support the Next Generation support. Part of this task is to do certain QA analysis. The interns will be exposed to this task and help Subash create the needed knowledge to share with Mark/Cole Customer outreach team. On top of this, based on their test case, they may be able to create mini- tutorials that can be published to be used later.
Due to the level of exposure from QA testing, KBA writing, Shadowing and others, the intern at the 3rd month will have the following accomplishments: 1) Easily able to provide at least 20 KBAs to support the overall numbers of the Chicago team, 2) Create mini training tutorials for the team, 3) helped deflect incidents via SCN, 4) comfortable in picking up at least 2 incidents a week minimum.