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The Help Desk of the Future

The Help Desk of the Future. Dianne Mines IS 8826/01 – Fall 2002. 1994 Predictions for 2001 by Marvin Cetron & Owen Davies. Magazines on floppy disks Personal robots in the home 100% computer literacy in urban areas

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The Help Desk of the Future

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  1. The Help Desk of the Future Dianne Mines IS 8826/01 – Fall 2002

  2. 1994 Predictions for 2001by Marvin Cetron & Owen Davies • Magazines on floppy disks • Personal robots in the home • 100% computer literacy in urban areas • Colleges and universities would close or merge because of the lack of student enrollment. • More adult students would be pursuing degrees — Creighton, K., & Jensen, B., (2001, August).The public library of the future. LibraryJournal, 126, 56-58.

  3. Customer Relationship Management • Strategy, rather than a process • Customer Satisfaction is #1 goal • Help desk should add positive value rather than be considered just a cost center

  4. The Work Place • Where will your office be? • What will it look like? • What type of equipment will you use?

  5. Outsourcing • Lower cost (66.7%) • Reduce number of employees (60.5%) • Focus on core competencies (40.3%) • Reduce risk (30.2%) • Staff hard to fill jobs (24.0%) —Anonymous, (2001, October). 2001 contract management survey. Hospitals & Health Networks, 75, 61-68.

  6. Outsourcing • Multi-tier or levels of support • Knowledge area experts • Support multiple companies

  7. Telecommuting • Work from anywhere • Support outside the USA • CSRs and users both telecommute • Companies will specialize in support ofTelecommuting workers

  8. Qualifications • Education • IS/IT required • MSIS desired • Certifications • For any area you support • Must keep current • Experience

  9. Qualifications • Career Paths • Multi-tier support • Management • Certifications and continuing educationkeeps you up to date • Compensation

  10. Training • Major role in help desk • Virtual classroom • Distant learning • Video conferencing

  11. The Internet • Major means of communication with user • Real time applications • Source of information for CSRs and users • $5 vs. 3¢ • 33% increase in calls handled —Marken, G., (2000, June). Web-based support.Boardwatch, 14, 108-110.

  12. Knowledge areas • Hardware • Wireless, Wireless, Wireless • Magnetic memory chip • Non-volatile • Faster • Less power • Tablets • Super Computers

  13. Knowledge areas • Software • Development next generations • Database • Super Computers • Biometric authentication (voice identification) • Voice/speech recognition • Artificial Intelligence

  14. Questions?

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