1 / 26

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

karena
Download Presentation

Tips for running the HELP DESK

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. 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?

More Related