Lesson 1-Introduction to the Help Desk
Overview
Introduction to help desk. Characteristics of users. Problems experienced by users with technology.
Components of a successful help desk.
Measuring help desk performance.
Introduction to Help Desk
Origin:
The introduction of personal computer (PC) in early 1980s increased the need for technical support. Technical support refers to services that enable individuals and businesses to effectively use technology.
Introduction to Help Desk
Origin (continued):
Increased requests for support led to the creation of telephone centers, called hotlines or help lines, staffed by support personnel. Formal procedures for tracking incoming calls were developed, leading to the development of sophisticated help desk
processes.
Introduction to Help Desk
A help desk is a single point-of-contact in an organization that provides support to individuals who use technology to perform their jobs. It is a service organization. The two primary types of help desk are internal help desk and external help desk.
Introduction to Help Desk
Technology in use:
The types of technology used in business are categorized as hardware, communication devices, and software. Hardware includes computers, printers, cables, and modems. Communication devices enable two or more computers to exchange data, instructions, and information with each other.
Introduction to Help Desk
Technology in use (continued):
Software refers to operating systems and applications software. Major categories of application software include word processors, spreadsheet, database, Web browser, graphics, scheduling and planning, and e-mail.
Characteristics of Users
Experience with technology - Some users may have little or no experience using computers, while a few others may possess a high level of skill. Exposure to technology - Users also differ in their exposure to different types of technology. Reliance on technology - Some jobs necessitates the
regular use of technology, while others demand less
frequent use.
Problems Experienced by Users with Technology
Hardware problems:
Hardware problems usually occur when a change is made to the current configuration by adding new hardware or upgrading existing equipment. A typical hardware setup consists of products from different manufacturers.
Problems Experienced by Users with Technology
Software problems:
The majority of software problems are related to installation, compatibility, and performance. Most software includes an automatic installation program.
Problems Experienced by Users with Technology
Software problems (continued):
The program writes the necessary files to the user’s hard drive, and makes changes to the operating system so that it will recognize the new software. Software programs do not always run at the same speed, and performance may vary widely depending on various factors.
Problems Experienced by Users with Technology
Network problems:
A network is a group of two or more computers linked together by a communications device. Due to the complexity of network communications, errors may originate from a variety of sources, making network problems difficult to diagnose.
Problems Experienced by Users with Technology
Security problems:
One of the most common forms of computer security is to limit access to the company’s network, which is accomplished by creating user accounts. User accounts contain a variety of information, and include a user ID and password for signing on to the network. User accounts also limit users’ access to certain areas of the network.
Problems Experienced by Users with Technology
Operating system problems:
Operating system errors manifest themselves in different ways including a frozen cursor or screen, a blank or flickering dialog box, among others. These errors may occur due to conflicts between software and hardware, computer viruses, and corrupt files. A few problems may be a direct result of the user’s mistakes or the user’s ignorance about the software.
Components of a Successful Help Desk
People skills. Process management. Help desk tools.
People Skills
Communication skills:
Listening - It is an interactive process of hearing and responding. Questioning - The process of extracting information from the user that will help resolve the problem quickly. Communicating - It involves active interaction with the user,
which may be verbal or written.
People Skills
Problem-solving skills:
The basic steps in the problem-solving process are defining the problem, analyzing the facts, generating possible solutions, evaluating solutions, and developing a plan. The support specialist uses a variety of skills, including criticalthinking skills and decision-making skills to solve problems.
People Skills
Customer-service skills:
Customer service is the process of satisfying customers. Customer satisfaction depends on the customer’s expectations of the service and the actual service provided.
People Skills
Customer-service skills (continued):
A Service Level Agreement (SLA) has been developed to help manage customer expectations. SLA is a formal, quantitative statement of the scope and level of services provided by a help desk.
People Skills
Technical skills and business skills:
Help desk personnel are required to have technical skills to support the technologies used in the business. They are also required to possess communication or interpersonal skills. Help desk personnel are also required to learn about the industry they support.
Process Management
Problem management is the process of receiving, monitoring, and resolving problems that are reported to the help desk. Request/change management is the process of responding to user requests for hardware, software, or services.
Process Management
Asset management is the process of collecting and maintaining data about a company’s technology assets, which includes hardware and software. Security management is the process of providing and maintaining security for the organization’s assets, which pertains to information.
Process Management
Knowledge management:
Knowledge management is the process of collecting, organizing, analyzing, and distributing information. Help desks collect and manage the knowledge they gather to create a knowledge base. A knowledge base is a database of related information used as
a resource by help desk personnel and end users.
Process Management
Network management:
Network management is the process of managing and controlling the network configurations within the organization. Network management software monitors the amount of traffic on the network and the level at which the network is performing.
Help Desk Tools
Problem management tools:
Problem management tools log, track, route, and record information about problems reported to the help desk. A major component of a problem management system is computer telephony. Computer telephony describes tools that combine telephone
and computer technology into one system.
Help Desk Tools
Problem resolution tools:
Problem resolution tools are used to determine the cause of users’ problems and to develop effective solutions. Diagnostic tools are used to identify the source of a user’s problem. Self-help technology provides users with the resources to solve
their own problems.
Measuring Help Desk Performance
Effectiveness of the help desk is determined by analyzing the efficiency of the help desk itself and the satisfaction levels of the customers. Metrics are quantitative measures of the efficiency of the help desk. Customer satisfaction ratings indicate end users’ perception of the help desk’s value.
Summary
A help desk is a service organization that provides support to individuals who use technology to perform their jobs. Help desk personnel should possess communication, problem solving, customer service, technical, and business skills. The processes common to help desks are problem,
request/change, knowledge, asset, network, and security
management.
Summary
Help desk tools can be categorized into problem management tools and problem resolution tools. Effectiveness of the help desk is determined by analyzing
the efficiency of the help desk itself and the satisfaction
levels of customers.