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Help Desk Operations
Process, Tools, Evaluation
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Help Desk Structure
• Single Point of Contact
• Multi-level Support Model
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Incident Management Process
• Well-defined
• Formal
• Uses telephone, face-to-face, e-mail, web-based interfaces
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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
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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
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Step 3: Authenticate The User
• Authorized to help user?
• What level of service
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Step 4: Log Incident
• Tracking #
• User Information
• Date/time opened
• Who logged incident
• Problem category
• Priority
• Problem Description
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Step 4: Log Incident (cont)
• Assigned to/ escalation
• Action Taken
• Resolution
• Closed by
• Date/time of resolution
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Step 5: Screen Incident
• Categorize
• Describe
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Step 6: Prioritize
• Who is affected
• How many are affected
• Queue philosophy
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Step 7: Assign The Incident
• Try to solve at the lowest level
• Appropriate assignment
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Step 8: Track
• Update progress
• Serves as history
• Limit time to check progress
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Step 9: Escalate
• Set policy/procedure for when
• Set period of time – make automatic
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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
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Step 11: Close
• Feedback
• Insure resolution
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Step 12: Archive
• Scheduled times for archiving
• Knowledge Base
• Review trends/ patterns
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Tools
• Help Desk Software– Log/Track Incidents– Contact information – Product information– Information resource links– Configuration information– Diagnostics / Remote Access– Problem-solving Database
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Tools (cont)
• Help Desk Software (cont)– Order Entry– Customer Feedback – Asset Management (Inventory– Service Management
(warranties/maintenance)
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Tools (cont)
• Help Desk Software (cont)– Statistical Reports
• Abandoned calls, call closure rates
• Receipt to closure
• FAQs
– Customizable Interface/Reports – Phone/Computer Integration
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Other Support Tools
• ACD (Automated Call Distributors)
• Web Site Support
• Remote Diagnostics
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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
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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
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Criteria
• Hardware/Sofware– Speed– Capacity– Capabilities/features– Transaction volumes– Compatibility– Upgradability/Scalability
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Criteria (cont)
• End User Needs– Ease of learning– Ease of Use– Mandatory Features– Desirable Features
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Criteria (cont)
• Support– Technical support service, troubleshooting– Installation assistance– Training– Documentation– Maintenance, Repair
• Cost– Total cost of ownership (TCO)
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Example: Weighted Evaluation
Criterion Importance Product X Product YConfiguration 25% 90 * .25 = 22.5 70 * .25 = 17.5
Scalability 35% 70 * .35 = 24.5 70 * .35 = 24.5
Vendor Support 10% 50 * .10 = 5.0 95 * .10 = 9.5
Ease of Learning
30% 60 * .30 = 18.0 90 * .30 = 27.0
Totals 100% 70.0 (/ 100) 78.5 (/100)