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Objectives
In this introduction you will learn:
About help desks and typical help desk
organisation The incident management process How hardware and software tools are used to manage incidents Help desk trends
Help Desk
1.
Single point of contact for end user support Components of a Successful Help Desk
2.
The four components of a successful help desk are tightly integrated and each must be given attention. People Processes Technology Information Customer Service The Bottom Line Strategies and tools
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3.
Supplying Support
1. 2. 3.
procedure that help desk staff follow to handle problem incidents, get the information users need or solve their problems, and close the incident
4. Log call
5. Screen call 6. Prioritise call
(1-Urgent, 2-High,3-Medium,4-Low)
Assign call Track call Escalate call Resolve call Close call Archive call
Help desk software Computer telephony systems Web Site support Physical layout of help desk work areas
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Objectives
Here you will learn:
The role automation tools play in support How processes and procedures are used in support The primary types of support tools available How support tools evolve The reasons why tools dont work in a particular
materials, equipment, and processes to improve goods and services production Companies established information centers, places within companies where employees could receive training and help in using personal computers A help desk is a single point of contact within a company for managing customer problems and requests, and providing solution-oriented support service
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Resource Challenges
Support resources are the company
skills
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Resource Challenges
In addition to technical skills, the entire
support staff needs good communication skills enable a person to interact effectively with others by speaking, listening, and writing
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broad, general, written guideline that defines the companys vision and specific goals
procedures so that the support staff knows how to accomplish the goals
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work activities (or tasks), and the desired output needed to accomplish a goal
instructions that describes who will perform the tasks in a process, along with how and when those tasks will be performed
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relationship between a goal, process, and procedures, consider a teenager who wants to drive a car
Consistent delivery
means that the output of a process is the same no matter who completes the procedures
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software that are necessary to perform a task or that assist someone in practicing a profession
Support staff use tools to organize,
group receives Organizing tools help support staff manage their daily work Troubleshooting tools help equalize the skills of the support staff by providing reference materials the staff can use to quickly and easily find information about a particular problem or topic Other tools are designed to deliver a particular service
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Management Tools
Management-oriented tools enable managers to
review all work for the support group and to supervise their resources
Most important tools support managers use is
reporting software
Managers also regularly run monitoring reports to
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Chapter Summary
Automation tools can be used to address resource
and service challenges Support groups have common goals, which are defined by processes and procedures Support staff, managers, and computer users employ different types of tools A small support group may start out with very simple support tools Automation does not guarantee a support group will meet its goals Technology continues to change rapidly
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Introduction
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Objectives
Here you will learn:
Basic help desk concepts Internal support processes External support processes What core activities support staff complete in different environments Special challenges unique to some support organisations
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procedures, based upon the companys business and the tasks its customers are trying to complete has grown very complex
Most business tasks are completed using technology that The support environment is the collection of customers
that a support group assists, the tasks customers need or want to complete, the technologies those customers and staff use to complete tasks and the experience and skill of the support staff
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support staff are busy or when the problem requires someone to visit a remote location to repair hardware of level two or three support, with a greater amount of experience or knowledge about a particular subject than level one support products or more experience troubleshooting
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internal and external An internal support group, or help desk, is a department within a company that responds to questions, problems, or requests from company employees In a small company, employees may be able to rely upon a guru, a coworker who learns to use new tools quickly and who helps other employees unofficially
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still complete his or her own work Frequently, companies set up a help desk as a necessary evil at first, because computer users need a centralized point of contact An external support group addresses questions, problems, or requests from customers who buy their companys products and services External support groups may be called customer support, to differentiate them from internal support groups
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Second, a company may find it profitable to sell maintenance or repair services for its products
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Call Logging
Call logging is the process of creating records that
capture details about problems, requests, and questions as they are reported to the support group completing a task
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Call Logging
Customers make inquiries about small tasks or subjects they dont under-stand, which are logged by support staff as questions Questions usually begin with standard phrases, such as: How do I? - Where is the? When will? - Who do I call if I need? Some questions take only a few minutes to answer However, questions can become either problems or requests, depending upon the answer
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Problem Management
Problem management is the process of tracking and
resolving problems that are reported to a support group ensure that staff members collect problem details, work on outstanding problems regularly, assign additional support staff when needed, and provide status updates to the customer
the cause, and correcting the disruption that the problem caused is part of problem resolution
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