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Help Desk Operations

Help Desk Operations. Process, Tools, Evaluation. Help Desk Structure. Single Point of Contact Multi-level Support Model. Incident Management Process. Well-defined Formal Uses telephone, face-to-face, e-mail, web-based interfaces. Step 1: Receive Incident.

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Help Desk Operations

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  1. Help Desk Operations Process, Tools, Evaluation

  2. Help Desk Structure • Single Point of Contact • Multi-level Support Model

  3. Incident Management Process • Well-defined • Formal • Uses telephone, face-to-face, e-mail, web-based interfaces

  4. Step 1: Receive Incident • Establish relationship with user • Scripted / recommended greetings • Language used • Identify support person/group • Notice of monitoring • Name of user • Apologies for wait

  5. Step 2: Prescreen The Incident • Filter process • Information or incident? • Determine what needs to be incident • Try to close w/o going to next step

  6. Step 3: Authenticate The User • Authorized to help user? • What level of service

  7. Step 4: Log Incident • Tracking # • User Information • Date/time opened • Who logged incident • Problem category • Priority • Problem Description

  8. Step 4: Log Incident (cont) • Assigned to/ escalation • Action Taken • Resolution • Closed by • Date/time of resolution

  9. Step 5: Screen Incident • Categorize • Describe

  10. Step 6: Prioritize • Who is affected • How many are affected • Queue philosophy

  11. Step 7: Assign The Incident • Try to solve at the lowest level • Appropriate assignment

  12. Step 8: Track • Update progress • Serves as history • Limit time to check progress

  13. Step 9: Escalate • Set policy/procedure for when • Set period of time – make automatic

  14. Step 10: Resolve Incident • User’s problem has been solved OR • Complaint has been noted and referred • Doesn’t mean customer is satisfied! • Minimize dissatisfaction • Goal is win/win

  15. Step 11: Close • Feedback • Insure resolution

  16. Step 12: Archive • Scheduled times for archiving • Knowledge Base • Review trends/ patterns

  17. Tools • Help Desk Software • Log/Track Incidents • Contact information • Product information • Information resource links • Configuration information • Diagnostics / Remote Access • Problem-solving Database

  18. Tools (cont) • Help Desk Software (cont) • Order Entry • Customer Feedback • Asset Management (Inventory • Service Management (warranties/maintenance)

  19. Tools (cont) • Help Desk Software (cont) • Statistical Reports • Abandoned calls, call closure rates • Receipt to closure • FAQs • Customizable Interface/Reports • Phone/Computer Integration

  20. Other Support Tools • ACD (Automated Call Distributors) • Web Site Support • Remote Diagnostics

  21. CRM • Customer Relationship Management: • Meet needs of customer • Each customer is reason company exists • Cost to replace a customer is greater than cost of managing a customer

  22. Evaluation Method • Decide on criteria • Determine importance of each criteria • Rate each product for each criteria • Compute average ratings • Weight ratings by importance • Compute/compare total rating for each product

  23. Criteria • Hardware/Sofware • Speed • Capacity • Capabilities/features • Transaction volumes • Compatibility • Upgradability/Scalability

  24. Criteria (cont) • End User Needs • Ease of learning • Ease of Use • Mandatory Features • Desirable Features

  25. Criteria (cont) • Support • Technical support service, troubleshooting • Installation assistance • Training • Documentation • Maintenance, Repair • Cost • Total cost of ownership (TCO)

  26. Example: Weighted Evaluation

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