community help desk live technical support. manitoba moa: 2000 establish 440 new cap sites identify...
TRANSCRIPT
Manitoba MOA: 2000• Establish 440 new CAP Sites• Identify 50 Community Resource
Networks (CRN)• Work with existing and new partners to
support CAP sites and CRNs• Establish a Help Desk Call Centre• CIMNet web site development tools
– editorial Boards
MOA: 2003-2004• Support existing CAP sites
– ISP costs, CIMNet web sites
• Operate a Prairie Region Help Desk
• Increase capacity for special needs locations
• Continue support for CRNs
Help Desk Delivery• Coordinating Office
– Administration– Site Inspection
• Call Centre– Management– Analysts
• Delivery Agents
Role of Help Desk• Support all CAP in PNR
• Bilingual services, pending Aboriginal languages
• Consistent, reliable answers
• Usage stats
• Clearinghouse to CAP and to IC
• Purchasing power and services based on regional presence
Help Desk Services• Toll-free technical support• Clearinghouse about milestone and tombstone
data• Use of CAP Database• Support custom software• Call forward / dispatch to local supports• Extended service hours• Asset monitoring software• Shared use of our licenses
Help Desk Service Agreements - Present
• Hours of operation
• Deliver FAQ information & supports
• Data use & maintenance standards
• Escalation Procedures
• Address sustainability
• Coordinate activities to attend meetings
Help Desk Service Agreements - Future
• Better distinction of tiers
• Performance incentives
• Staff training investments
• Sustainability issues
Help Desk Capacity• 2 seats, 40 hours• 1 seat, 49 hours (after hours)• Avg tier 1 call duration: 7-10 min.• CAPACITY: ~3000 calls /mo
• Average Call volumes: – 500 - 1000 minutes /mo– 200 calls /mo
Help Desk Tools• Workstation protection:
• Asset Monitoring: CCR
• Ticket tracking:
• Knowledge base:
• Customer Contact Database: CAPDB
• TelCo: Call Prompter / IVR
Workstation Protection• Windows 9x/ME and 2000/XP• Protects against all software changes
– virus protection (vs prevention)– mischief
• Customizable– scheduled reboots and service windows– thawspace– passwords and tokens
• www.deepfreeze.ca
Problem Tracking• FootPrints
• Integrates with KB, works in Linux environment
• Stores FAQ
• Customizable data structure
• Customizable interface layout
• Supports self service through email
Knowledge Base• Integrates with all major help desk software
vendor applications• Programmable API• Standardizes responses• Supports 150+ titles
– Applications and OS– Contains hundreds of thousands of solutions
• Professionally authored and managed
Supported Applications(see handout)
• Operating Systems - Linux, Windows• Hardware and disk utilities• Mail and Groupware• Desktop applications• Business productivity applications• Server systems• Internet applications• Graphics and publishing applicatins
Custom Tools• CAPDB
– retains all CAP site information• hours of operation• map coordinates• contact information• services & features
– observes IC data structure
• CCR– uses WMI to submit weekly XML report
Help Desk Platform
• Open Source Solutions
• Red Hat Linux 7.3
• Java Servlets (Tomcat 4)
• T1 connection (portion)
• PostgreSQL, MySQL DBs
Help Desk on a Budget• $20,000 /yr + start-up
– 1 seat, 1 staff, 40 hours/wk, $8/hr– no toll-free, no KB or advanced software
tools
• $410,000 /yr– 2 seats, 5 staff 40 hours/wk, $8 - $15/hr– on-call tier 2, 49 hrs/wk, $20/hr– Advanced software and KB supports
Opportunity
• Diverting first response to help desk
• Collaboration:– Purchasing power for professional tools
and services (asset management and protection)
• Distributed Service Model– local skill development
Relevant Links
• http://www.rightanswers.com• http://www.deepfreeze.ca• http://www.unipress.com/footprints• http://capdb.capyi.ca?pe=100
– MB CAP sites by region or category
• http://www.communityconnections.mb.ca• http://www.cimnet.ca
Contact Information
Glen ParsonsManager, Community Help Desk InitiativeManitoba Community Connections(204) [email protected]