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Tips for running the HELP DESK

Tips for running the HELP DESK. Linda Zaleski – CCS Terry Jarnagin - SirsiDynix Unicorn Consortia SIG – September 28, 2006. CCS. 23 libraries 9 FT staff 4 FT IT staff, 4 other FT professionals 4 night operators Help Desk staffed 8-9 Mon-Fri 8-6 Sat, 11:30-6 Sunday

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Tips for running the HELP DESK

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  1. Tips for running the HELP DESK Linda Zaleski – CCS Terry Jarnagin - SirsiDynix Unicorn Consortia SIG – September 28, 2006

  2. CCS • 23 libraries • 9 FT staff • 4 FT IT staff, 4 other FT professionals • 4 night operators • Help Desk staffed • 8-9 Mon-Fri • 8-6 Sat, 11:30-6 Sunday • Full time staff during the day – weekends too

  3. Help Desk Evolution • You are somewhere on this continuum In person beeper email Phone Fax paper Incident management software Pager/Cell/ Blackberry Automated attendant

  4. Help desk software • Benefits to Computer Room and libraries • Requests are not lost • Progress is tracked • Time management tool • Communication tool • Reference • We use WonderDesk

  5. Tips for implementing incident tracking at your site • Incidents pop up in all staff email • Kicking the “direct email” habit • Training libraries to make reports in Wonderdesk • Maintaining the dialogue in email (like the SD system) would be nice for us • Regular review of open incidents is a must

  6. Staffing • Assigned times for phone calls • Ring system (we use this) • Special help desk number that rings everywhere we are • Deciding who should work on calls • Informal or assigned • Find balance with other tasks • Help desk work slows down project work

  7. Tips for Staffing • CCS staff quote • “we love Webley” • Non-intrusive • Call blasts • Used for staff emergencies • Number is on our standard message

  8. Tips for the libraries • Retraining the libraries to use the incident tracker • Decide who should make the reports (individuals or one signon per library) • Who opened this call • Forgot the password • Training libraries to include complete information

  9. Tips for When the System goes Down • PLEASE call • When NOT to use the incident tracker • S-help and System_status listservs • Fast way to communicate status to all libraries • Fast way to take the temperature at all libraries • Monitoring the listserve

  10. Typical listserv dialogue

  11. Challenges • Calls are worked on – but never closed • Training staff to reach closure • Reviewing and closing calls • Calls that are on hold • Multiple questions in the incident • Question vs. actionable request • When to pick up the phone • Escalating to next level • Tracking our incident number and the Sirsi incident number

  12. Examples

  13. Need to review regularly

  14. Library ready to close

  15. Question or action?

  16. Task tracking !

  17. Packages we evaluated • Wonderdesk • www.wonderdesk.com • $250 or $2500 purchase • EZ support • www.hostedsupport.com • Hosted • $50/mo/seat or $80/mo/seat

  18. Changes Along the Way…

  19. A Look in the Rearview… • Small support group servicing a small customer base • Support staff all generalists • Customer’s support needs similar • Growing support group servicing a growing customer base • Support staff generalists, but specialists in some areas • Customer’s support needs changing

  20. A Look in the Rearview…(con’t) • Large support group supporting larger customer base • Support staff faced with servicing large number and variety of sites; now are beginning to specialize in certain areas of software • Customer’s support needs vastly different, very experienced users, high expectations

  21. Changes… • Dividing into teams • Support for newer client care representatives • Shorten the learning curve • Moving into tiered support • Call center attendants • First tier support • Second tier support

  22. Changes… • Moving into customer focused teams • Mix of experience on each customer team • Variety of different customers assigned to teams • Refining the customer focused teams • “Like” customers assigned to same team • Allows support staff to become more familiar with customer’s needs

  23. Other changes… • Introductory calls with handoff from implementation team to client care • Team members introduced • More information about site is shared with client care team • Details about special situations shared

  24. Changes for Consortia • Most consortia assigned to one team • Support staff more attuned to consortia structure • Supporting the consortia helpdesk • Proactive communication with like sites • Creation of diagnostic tools for consortia • Patch delivery service conceived for consortia

  25. Considering Changes… • Call tracking system – do you have yours? • Do you have the appropriate technologies to provide needed support? • Do you implement and offer some type of tiered or customer focused support? • What type of formal feedback do you offer your customers?

  26. Questions?

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