Keywords
business processes
quality indicators
effective management
IT companies
technical support
quality of teamwork
How to Cite
Abstract
The article examines the approach of automating monitoring and analyzing the work of technical support department employees in a Ukrainian IT product company. The relevance of the research is related to the ability to automate processes and the necessity of companies switching to a new level of business by improving business processes to achieve the main goals and objectives of companies. Special attention was paid to the methods and criteria for staff evaluation in terms of the quality of their work in wartime and remote working conditions. International scientists’ scientific works were analyzed, showing the importance of assessing the work of personnel as a key point in organizations for the implementation of company tasks. An analysis of key performance indicators was conducted, and the main, universal indicators of efficiency and quality were identified that can be used to analyze the work of employees in the technical support department of IT companies both in the world and in Ukraine. The concepts of tracking systems, CRM systems, and user scripts are disclosed. It was considered and analyzed software products, systems, and tools for automating the accounting and monitoring of personnel performance indicators, developed by Ukrainian manufacturers. To implement the tasks set, the article proposed an approach that allows automating the collection of team performance quality indicators and their activities for further analysis of the effectiveness of business process management in the technical support department of a Ukrainian subcontracted IT company. The use of this approach allows managers reduce the amount of simple, routine work that is constantly repeated, respectively, allows them to save time and resources for collecting everyday information mechanically, to investigate the time spent by engineers to solve the tasks set and to receive a detailed report on the quality of the work of the engineer and the technical support team in a local company.
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