1 / 26

Help Desk Operations

Help Desk Operations. Process, Tools, Evaluation. Help Desk Structure. Single Point of Contact Multi-level Support Model. Incident Management Process. Well-defined Formal Uses telephone, face-to-face, e-mail, web-based interfaces. Step 1: Receive Incident.

dexter
Download Presentation

Help Desk Operations

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 Operations Process, Tools, Evaluation

  2. Help Desk Structure • Single Point of Contact • Multi-level Support Model

  3. Incident Management Process • Well-defined • Formal • Uses telephone, face-to-face, e-mail, web-based interfaces

  4. Step 1: Receive Incident • Establish relationship with user • Scripted / recommended greetings • Language used • Identify support person/group • Notice of monitoring • Name of user • Apologies for wait

  5. Step 2: Prescreen The Incident • Filter process • Information or incident? • Determine what needs to be incident • Try to close w/o going to next step

  6. Step 3: Authenticate The User • Authorized to help user? • What level of service

  7. Step 4: Log Incident • Tracking # • User Information • Date/time opened • Who logged incident • Problem category • Priority • Problem Description

  8. Step 4: Log Incident (cont) • Assigned to/ escalation • Action Taken • Resolution • Closed by • Date/time of resolution

  9. Step 5: Screen Incident • Categorize • Describe

  10. Step 6: Prioritize • Who is affected • How many are affected • Queue philosophy

  11. Step 7: Assign The Incident • Try to solve at the lowest level • Appropriate assignment

  12. Step 8: Track • Update progress • Serves as history • Limit time to check progress

  13. Step 9: Escalate • Set policy/procedure for when • Set period of time – make automatic

  14. Step 10: Resolve Incident • User’s problem has been solved OR • Complaint has been noted and referred • Doesn’t mean customer is satisfied! • Minimize dissatisfaction • Goal is win/win

  15. Step 11: Close • Feedback • Insure resolution

  16. Step 12: Archive • Scheduled times for archiving • Knowledge Base • Review trends/ patterns

  17. Tools • Help Desk Software • Log/Track Incidents • Contact information • Product information • Information resource links • Configuration information • Diagnostics / Remote Access • Problem-solving Database

  18. Tools (cont) • Help Desk Software (cont) • Order Entry • Customer Feedback • Asset Management (Inventory • Service Management (warranties/maintenance)

  19. Tools (cont) • Help Desk Software (cont) • Statistical Reports • Abandoned calls, call closure rates • Receipt to closure • FAQs • Customizable Interface/Reports • Phone/Computer Integration

  20. Other Support Tools • ACD (Automated Call Distributors) • Web Site Support • Remote Diagnostics

  21. CRM • Customer Relationship Management: • Meet needs of customer • Each customer is reason company exists • Cost to replace a customer is greater than cost of managing a customer

  22. Evaluation Method • Decide on criteria • Determine importance of each criteria • Rate each product for each criteria • Compute average ratings • Weight ratings by importance • Compute/compare total rating for each product

  23. Criteria • Hardware/Sofware • Speed • Capacity • Capabilities/features • Transaction volumes • Compatibility • Upgradability/Scalability

  24. Criteria (cont) • End User Needs • Ease of learning • Ease of Use • Mandatory Features • Desirable Features

  25. Criteria (cont) • Support • Technical support service, troubleshooting • Installation assistance • Training • Documentation • Maintenance, Repair • Cost • Total cost of ownership (TCO)

  26. Example: Weighted Evaluation

More Related