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Information Technology Services

This document provides an in-depth analysis of the Help Desk and Support System at Company ABC. It outlines the purpose and structure of the support unit, the system development cycle, and the responsibilities of the support team. Key topics include types of help desks, performance tracking through user surveys, and the evolution of support processes from manual methods to an integrated system. Insights into user perceptions and the importance of management support highlight the effectiveness of our IT services and user engagement strategies.

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Information Technology Services

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  1. Information Technology Services IS 8826 Support and Help Desk System at Company ABC Rachna Kumar

  2. Objectives • What is a Help Desk? • System Development Cycle at Company ABC • Structure of Support Unit at Company ABC • Performance tracking of Support Survey • Support Process at Company ABC • Support Unit Responsibilities • User Survey Result • Questions??

  3. Help Desk and Support Unit • A help desk can be described as a centralized point of contact for users to request technical support or other system related issues. • Types of help desk: • Formal help desk • Hotline • E-mail and Internet • No formal help desk

  4. System Development Cycle in Company ABC • Why it was needed? • Make the manual process easier • Increase efficiency and productivity • Who did it? • 2 people in phone sales department took the initiative • 1992 all process was manual • A UNIX platform was used to create a integrated screen to enter information

  5. System Development Cycle in Company ABC • 1993 a reporting system was added to analyze information • 1994 WAN functionality was added • Team of 6 people - 1994 • Increased productivity resulted in a rapid growth • Late 1994 Predictive dialing was used

  6. Phone-Sale system in Company ABC - 1993

  7. Phone-Sale system in Company ABC - 1993

  8. Structure of Support Unit in Company ABC

  9. Performance Tracking

  10. Support System at Company ABC

  11. Support System at Company ABC

  12. Support Unit Responsibilities • Production Support • Planning and Implementation • Control and Compliance • Information Retention • Expense Management • Change Control • Break & Fix • User Support • Capacity Planning • Technology Review

  13. Support Unit Responsibilities VS. User Perception • Actual • Production Support -10% • Planning and Implementation- 15% • Control and Compliance -50% • Information Retention - 5% • Expense Management • Change Control • Break & Fix • User Support • Capacity Planning • Technology Review • User Perception • Password and Login Reset • System Support / trouble shooting • Set up VTC • Auditorium Management • LAN/WAN issues • Inventory Control • Compliance • Software management 20%

  14. User Survey Result

  15. Conclusion • Upper management support • Educate User • User should be sensitive about support unit responsibilities

  16. Questions??

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