1 / 15

Help Desk Problem Tracking Work Flow – Challenges and Solutions

Join the session with four presenters from top universities sharing their experiences in help desk operations. Learn about handling incidents, communication challenges, and workflow solutions. Explore various techniques to enhance help desk efficiency and user satisfaction.

louisa
Télécharger la présentation

Help Desk Problem Tracking Work Flow – Challenges and Solutions

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Help Desk Problem Tracking Work Flow – Challenges and Solutions There are four presenters on this session, each having up to 8 minutes to describe their operations and the rest of the time for questions, answers, and brainstorming.

  2. Panel Members:          Ann Alvord                    Support/Help Desk                    St. John's University          Tami Aune                    Residential/Helpline Coordinator                    Gustavus Adolphus College         Mike Johnson                    Help Desk Manager                    Bethel University          Jason Moran                    Help Desk Coordinator                    Concordia University - St. Paul

  3. Bethel University Mike Johnson Help Desk Manger

  4. Background • Service 6,000 faculty/staff/students • Total University-owned workstations 1,300 • Incidents for 2004 10,730 • Incidents for 2003 6,718

  5. Contact • At Bethel, our requests come through following locations. Phone 70% Walk-up 15% E-mail 10% Website 5%

  6. Problems Handling • We have split our support helpdesk into 2 functions: employee and student support. • The Employee Help Desk • 3 full time staff members • 2 student managers • 11 student worker • The Student Help Desk • 2 fulltime staff managers • 5 student mangers • 35 student worker

  7. Problems Handling • Help Desk answers the question • Help Desk creates an incident • The incident is then audited and sent to the appropriate team for solution or more in-depth troubleshooting.

  8. When escalating an incident, it is sent to one of the following teams on the right: The troubleshooting varies within the team. The problem is then resolved or re-evaluated and returned to the help desk for more details. Server ERP Network PC Tech Computer Store Trainer Faculty Consultant Telecommunications Escalation

  9. Challenges / Solutions: • Provide support for students and employees • Split support help desk functions for students and employees

  10. Challenges / Solutions: • It has been a challenge to communication with techs while out of office on a job • Setup a campus 2 way radio network for ITS

  11. Challenges / Solutions: • The to-do list had a lot of white noise • Added automation to the list removing hold waiting call back

  12. Challenges / Solutions: • Decrease the amount of incident ping-pong • No solution as of yet

  13. Challenges / Solutions: • Linearly workflow in the incident database • No solution as of yet

  14. Contacts Info Ann Alvord aalvord@csbsju.edu Support/Help Desk St. John's University Tami Aune tami@gustavus.edu Residential/Helpline Coordinator Gustavus Adolphus College Mike Johnson md-johnson@bethel.edu Help Desk Manager Bethel University Jason Moran moran@csp.edu Help Desk Coordinator   Concordia University - St. Paul

More Related