A Successful Help Desk Process for all IT Support

1. Vicky Gerik, Director of Distributive Systems and Services Melinda Sanson, Training and Support Specialist Copyright Vicky Gerik, ITS Director of Baylor University and Melinda Sanson, Training and Support Specialist, Baylor University. This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. A Successful Help Desk Process for all IT Support

2. Successful first tier elements • Skilled and sufficiently staffed Help Desk • Help Desk services available when needed • Feature-rich phone system • Central source for call ticket information – HEAT System

3. Must-Have Features • Client • Self-service with accurate solutions • Fast and reliable • Status tracking • Customer Feedback

4. Must-Have Features • Service provider • Identify task by service group • Customized workflow • Automated notification • Quick access to all pertinent client information • Secure remote access • Easy to reassign, track and escalate

5. Must-Have Features • Supervisor, Manager and CIO • Automated escalation and alert notification • Easy access to status information and reports • Efficient and enhanced communication • Organization to the service delivery • Increase in service delivery without additional staff

6. ECS

7. Project Manager WebCenter LanDesk Interface BPAM iHeat Web Access Human Resources Interface Call Flow Policy Building Blocks

8. Call Flow Procedure

9. Groups Using HEAT • Hardware Technicians • Networking Systems • Distributed Systems & Services • Applications Support Staff • Information Systems & Services • Internet Services • 21st Century Library • Hankamer School of Business • After hours support staff

10. Call Log Screen • Client contact information. • Client configuration information. • Call description • Call classification area. • Knowledge base search.

11. Email Confirmations • BPAM module – create business rules for escalations of tickets • Notify customer that ticket has been received • Notify customer when ticket is resolved • Have customer fill out Customer Satisfaction Survey • Notify supervisor if ticket hasn’t been closed in X amount of time

12. Email Confirmations

13. Email Confirmations

14. Email Confirmations

18. Detail Screens - Other

19. Alert Monitor

20. Webcenter

21. Heat Supports • 17,000 faculty, staff and students • 170 technicians (including student workers) • 22 different call types

22. Costs • Consulting: $36,500 • Additional funding needed for: • Webcenter • Heat Plus Knowledge Module • Additional Licenses

23. Hardware Requirements • Dell 6450 – Primary Software Application and WebCenter • Dell 1650 – BPAM • Dell 1650 – iHeat server and Heat Plus Knowledge and Heat Self Service Applications • Data resides on a separate shared SQL database server