information technology services

Information Technology Services

IS 8826

Support and Help Desk System at Company ABC

Rachna Kumar

Objectives

•What is a Help Desk?

•System Development Cycle at Company ABC

•Structure of Support Unit at Company ABC

•Performance tracking of Support Survey

•Support Process at Company ABC

•Support Unit Responsibilities

•User Survey Result

•Questions??

Help Desk and Support Unit

A help desk can be described as a centralized point of contact for users to request technical support or other system related issues.

Types of help desk:

•Formal help desk

•Hotline

•E-mail and Internet

•No formal help desk

System Development Cycle in Company ABC

• Why it was needed?– Make the manual process easier– Increase efficiency and productivity

• Who did it?– 2 people in phone sales department took the initiative

• 1992 all process was manual

• A UNIX platform was used to create a integrated screen to enter information

System Development Cycle in Company ABC

• 1993 a reporting system was added to analyze information

• 1994 WAN functionality was added

• Team of 6 people - 1994

• Increased productivity resulted in a rapid growth

• Late 1994 Predictive dialing was used

Phone-Sale system in Company ABC - 1993

Keyboard

Monitor

Keyboard

Monitor

Keyboard

Monitor

Keyboard

Monitor

Keyboard

Monitor

Keyboard

Monitor

Laser Printer

Data

Tower box

Phone-Sale system in Company ABC - 1993

Keyboard

Monitor

Keyboard

Monitor

Keyboard

Monitor

Keyboard

Monitor

Keyboard

Monitor

Keyboard

Monitor

Informix

SRS Front End

SRS Back EndMain Data base

Informix

Ethernet

OPISMain information

Structure of Support Unit in Company ABC

S ys te m s A d m in S p e cia lity S ys tem S up p o rt

V o ice S up p o rtA d m in1

V o ice S up p o rtA d m in2

V o ice M a na g er L A N A d m in 1 L A N A d m in 2

D ire c to r S ys te m s

Performance Tracking

0

100

200

300

400

500

600

700

800

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

WHL - Others

WHL - Support Unit

Support System at Company ABC

Support System at Company ABC

Support Unit Responsibilities

1. Production Support

2. Planning and Implementation

3. Control and Compliance

4. Information Retention

5. Expense Management

• Change Control

• Break & Fix

• User Support

• Capacity Planning

• Technology Review

Support Unit Responsibilities VS. User Perception

Actual

•Production Support -10%

•Planning and Implementation- 15%

•Control and Compliance -50%

•Information Retention - 5%

•Expense Management

•Change Control

•Break & Fix

•User Support

•Capacity Planning

•Technology Review

User Perception

•Password and Login Reset

•System Support / trouble shooting

•Set up VTC

•Auditorium Management

•LAN/WAN issues

•Inventory Control

•Compliance

•Software management20%

User Survey Result

25%

0%

15%

20%

15%

10%

10%5%

User Support

Phone

Login Support

VTC/Presentation

Sotware upgrades

LAN/WAN

Compliance

Capacity issue

Conclusion

•Upper management support

•Educate User

•User should be sensitive about support unit responsibilities

Questions??