Activities Management in HelpDesk

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					Journal of Applied Collaborative Systems                                     Vol. 3, No. 1, 2011

                         Activities Management in HelpDesk

                                Sebastian Florin CRISTEA
                     Academy of Economic Studies, Bucharest, Romania

        Abstract:The role that HelpDesk accomplishes is a bridge between client and the rest
of IT Department and it represents a member of the staff who will assure the assistance for
the final call users, journal of problems in a system and assistance for relevant problems. It is
extremely important for an organization to have the HelpDesk function, so that the employees
can focus on the business, more than they focus on the system problems and it is a valuable
instrument in efficient identification of IT existing systems. HelpDesk achieves more than
informatics support in the organization, being a good system that has to contribute at IT
investments within the company. Types of specific activities of HelpDesk: HelpDesk,
HelpDesk Ticket, HelpDesk Outsourcing, HelpDesk Manger, HelpDesk Management, Online
HelpDesk, Hosted HelpDesk, HelpDesk Officer.

       Keywords: HelpDesk, attributions, quality, metric, management, collaborative.

   1. HelpDesk concepts

        The classic definition for HelpDesk is interpreted as a single entry point within a
society to solve the services that the client solicits. This way, the client is an employee of the
company for working efficient with a PC, PC network or soft problems that can appear.
        HelpDesk activities are efficient for preventing problems that may appear, but also for
solving problems. The true value of a HelpDesk can be measured first by the end users
satisfaction and they can be quantified in productivity earnings and efficiency, like:
    • productivity growth as a result of an efficient service and avoiding the repeat of
        certain problems;
    • reducing sol-up time for the new employees;
    • improvements of the base’s information technology, as the feedback from users, are
        included in future plans;
    • reducing the internal stress factors, that improves the operational processes.
        A wide range of technologies is spanned, as password reset, email software assistance,
as Outlook or Microsoft Office Assistance, and the knowledge required is less complicated
that lots of other specialties positions as system administrator. A good HelpDesk staff has a
lot of patience, answers phone calls and helps at solving the problem that appeared.
        For being selected, the candidates must have the following skills:
    • knowledge of operating systems, as Windows, most used, or Linux;
    • knowledge of email software, Internet surfing and commune applications, as
        Microsoft Office;
    • excellent skills for written, oral and phone communication;
    • prepares working files (Word, Excel), tests applications, forwards test results to the
        project coordinators;
    • takes intimations from application users and takes the necessary steps for solving
    • monitories the functionality of programs and equipments
    • installs and configures computing, operating systems, data bases from client.

Journal of Applied Collaborative Systems                                    Vol. 3, No. 1, 2011

       If the company has a HelpDesk post, it has the advantages from the following
    • emergency coverage for a raised volume of requires;
    • covering for vacations and other staff fluctuations;
    • additional resources for unplanned emergency situations;
    • additional help while providing and purchasing of products, for improving enterprise’s
    • has the required instruments for cost control, sales opportunities and client satisfaction
    • coordinated interactions over all channels, in real time;
    • offers a single view for the client within the company for leading, selling or buying
       products for HelpDesk.
       Solutions for error messages are presented next and those are the most important.
       They cannot be the only solution and it should be contacted the HelpDesk staff if the
message repeats.
       Connection errors are:
    • Error 629 – The port was disconnected by the remote machine. Your username and/or
       password were entered incorrectly. Make sure you enter both in lowercase.
       Remember, your username is your TFN userid (ie. aa123). If unsuccessful after
       several attempts your password may be corrupted. Call our helpdesk to have your
       password reset.
    • Error 630 – The port was disconnected due to hardware failure. The computer is not
       receiving a response from the modem. Check that the modem is plugged in, and if
       necessary, turn the modem off, and then turn it back on, or restart your computer.
    • Error 633 – The port is already in use. Make sure that you are not using another
       program that requires the modem, such as a fax software or HyperTerminal. If not, try
       rebooting your computer to reset your modem.
    • Error 645 – Internal authentication error. This error can occur if the Require encrypted
       password option is enabled on the Server Types tab in the Connection properties. Go
       to Dial Up Networking. Right click on your TFN icon in the window and select
       Properties. Click on the Server Types tab and make sure there is not a check mark
       beside Require encrypted password. Click on OK to make sure any changes take
       effect. Another possible reason for the error is that the user name or password have
       been entered incorrectly.
    • Error 676 – The line is busy. Make sure you are dialing the right number and try
    • Error 678 – The Computer You Are Dialing Is Not Answering. This error can occur if
       you are dialing the wrong number, there is a problem with the CommunityNet server
       or your modem is unable to handshake with remote modem before allotted time.
    • Error 680 – There is no dial tone. Make sure that your modem is installed correctly
       according to the manufacturer’s instructions. Be sure that all connections to and from
       the modem are correct, or that the phone line is not being used by another person or
       device such as a fax machine. Other possible reasons could be a faulty modem or
       faulty telephone cables. If you have a call answer service on your phone line,
       messages may need to be cleared to establish a dial tone.
       Email Errors are:
    • POP Error Could Not Connect To Remote Server – Make sure that you have the
       correct server name. In Outlook Express, click Tools and then click Accounts. Click
       on your TFN mail account to highlight it and then click on Properties. Under the

Journal of Applied Collaborative Systems                                      Vol. 3, No. 1, 2011

       Servers tab, make sure that the Incoming Mail (POP3) is Click on OK
       if changes were made and then Close.
   •   SMTP Error Host not found – Make sure that you have the correct server name. In
       Outlook Express, click Tools and then click Accounts. Click on your TFN mail
       account to highlight it and then click on Properties. Under the Servers tab, make sure
       that the Outgoing Mail (SMTP) is Click on OK if changes were made
       and then Close.
   •   Error 553 Server Rejected Senders Email Address - Make sure that you are connected
       to the TFN, otherwise your Outbox files may be corrupted. From the Start menu, click
       on Find, and choose Files or Folders... . In the Named: field, type outbox.idx. Click
       the Find Now button. Click the outbox.idx file so that it is highlighted. From the File
       menu, choose Delete. In the Named: field, type outbox.mbx. Click the Find Now
       button. Click the outbox.mbx file so that it is highlighted. From the File menu, choose
       Delete. Close the window and try sending your email again.
   •   Server 'Time Outs' – Chances are someone is trying to send you a very large email,
       probably with an attachment. In Outlook Express, click on Tools and then Accounts.
       With your TFN email account selected, click on Properties. Under the Advanced tab,
       change the Server Timeouts slider to Long (5 minutes). Click on OK and then Close.
       List of HTTP Response Codes:
   •   Error 400 Bad File Request – Usually means the syntax used in the URL is incorrect
       (eg, uppercase letter should be lowercase letter; wrong punctuation marks).
   •   Error 401 Unauthorized – Server is looking for some encryption key from the client
       and is not getting it. Also, wrong password may have been entered. Try it again,
       paying close attention to case sensitivity.
   •   Error 403 Forbidden/Access Denied – Similar to 401; special permission needed to
       access the site -- a password and/or username if it is a registration issue. Other times
       you may not have the proper permissions set up on the server or the site's
       administrator just doesn't want you to be able to access the site.
   •   Error 404 File Not Found – Server cannot find the file you requested. File has either
       been moved or deleted, or you entered the wrong URL or document name. Look at the
       URL. If a word looks misspelled, then correct it and try it again. If that doesn't work
       backtrack by deleting information between each backslash, until you come to a page
       on that site that isn’t a 404. From there you may be able to find the page you're
       looking for.
   •   Error 408 Request Timeout – Client stopped the request before the server finished
       retrieving it. A user will either hit the stop button, close the browser, or click on a link
       before the page loads. Usually occurs when servers are slow or file sizes are large.
   •   Error 500 Internal Error – Couldn't retrieve the HTML document because of server-
       configuration problems. Contact site administrator.
   •   Error 501 Not Implemented – Web server doesn't support a requested feature.
   •   Error 502 Service Temporarily Overloaded – Server congestion; too many
       connections; high traffic. Keep trying until the page loads.
   •   Error 503 Service Unavailable – Server busy, site may have moved or you lost your
       dial-up Internet connection.

Journal of Applied Collaborative Systems                                   Vol. 3, No. 1, 2011

   2. HelpDesk staff’s attributions

        UTI Security Systems Company’s staff numbers in present 1200 employees. For being
selected, the candidates must accomplish the following criteria:
    • Medium knowledge of Windows operating systems, MS Office products, major email
        client applications, Ethernet networks, backup data;
    • Students or graduate of Informatics, Automatics, Electronics or similar;
    • Minimum knowledge of data base (Access, MySql, SQL Server2005);
    • Oral and written communication skills;
    • Disposable for work within International Airport Otopeni;
    • Disposable for work 12/24 or 12/48;
    • Similar experience is an plus;
    • Foreign languages (medium level): English.
        HelpDesk Job description consists in taking intimations from application users and
takes the necessary steps for solving them, monitoring the functionality of programs and
equipments, installing and configures computing, operating systems, data bases from client,
preparing working files (Word, Excel), tests applications, forwards test results to the project
        HelpDesk’s job description has the following fields: job’s name, job’s location,
number of jobs that are available, job’s objective, required knowledge, skills, experience,
reports to manager, responsibilities, working conditions, labor protection, job’s sketch
(attributions – tasks and work), salary and the pay conditions assured.
        The tasks and responsibilities of the staff from HelpDesk maintenance are:
    • Answering personally at the technical assistance requires personally, by phone or in
        electronically format using email;
    • Diagnosing and solving hardware and software problems by personal movement at
        the required that has been received;
    • Follows the standard procedures of HelpDesk;
    • Redirects the problems of resources adequate to the IT Manager for allocating the
        necessary resources for solving the specific problem;
    • Identifies what problems must be urged;
    • Prepares the activity reports by introducing the intimation received in data base;
    • Catching up with information system, changes and data base update through backup;
    • Fundamental knowledge of software operations (installing and correction of installed
        software’s errors), hardware (finding hardware problems and solving them in the
        shortest time) and others equipments (installing the printer, the modem, configure the
        router etc.)
    • Tracking applications appealing knowledge which consist of tracking the activities
        that user develops in the work time.
        The key competent of Help Desk staff are:
    • Communicating skills, both oral and written, capacity of clear and write expressing in
        Romanian language;
    • Skills for new knowledge learning for clients, which consist of configuration and
        explaining the application to the client;
    • Analyses and solving the problems, meaning choosing the most efficient solution;
    • Adaptability represents the disposability of the HelpDesk staff for overtime work;
    • Planning and organizing time for solving the intimations;
    • Paying attention to details that he receives from the client that made the intimation.

Journal of Applied Collaborative Systems                                     Vol. 3, No. 1, 2011

   3. Quality characteristics of HelpDesk activity

        Quality characteristics that must be accomplished by the HelpDesk job are the
    • Recording and tracking of customer queries and internal requests as well as the actions
        and tasks related to these.
    • Logging of requests generated through various channels such as inbound mails,
        manually entered requests, online forms, and telephone calls.
    • User-defined assignment of levels and priorities to the requests.
    • Activity tracking from start to finish.
    • Work-flow management to ensure timely escalation to responsible authority so that
        the SLA terms are met.
    • Apportioning of a single request into smaller tasks with deadlines and accountability
    • Scope for detailed comments and generating the history of a given request.
    • Uniform and consistent format for representing data and facts.
    • Integration with Contact Management software to automatically populate caller
    • Data security at all levels.
    • Dispatching of emails from within the helpdesk system.
    • Internal knowledge base to help in diagnosing problems and facilitating self-service.
    • Short keys for quick filling of forms and a library of standard responses and
    • Statistical tools to identify trends in defect types, defect rates, customer requests, etc.
        The factors that influence the productivity of HelpDesk job are:
     • Direct action factors: human factor represents the main factor, the company must
         assure favorable work conditions, to offer to the employees the possibility to
         distinguish them self and to promote depending on their achievements. Caring for the
         needs of the employees and maximizing their values are the most important aspects
         that a good manager must take into account, otherwise he won’t be successful;
         material factor which is defined as the sum of electronically and informatics
         equipment, also of the programs that are run on the computers which assures
         memorizing, processing, information transfer with an important role in assuring the
         communication decisional process; technological factor represents company’s
         endowment in working activity, for example, the HelpDesk activity needs licensed
         software, hardware (PC), printers, internet connections etc.
     • Indirect actions factors: investments rate represents the percent that the company
         allocates for the new investments for HelpDesk activity, research and development
         costs represents the investments made for buying new software and hardware
         licenses, financial politic represents all the decisions, methods and concrete means for
         engaging and managing financial resources etc.
         The efficiency of HelpDesk activity within the company, as an expression of cost
minimizing and results maximizing, is appreciated by the following criteria:
    • the efficiency of HelpDesk resources reliance;
    • products cost;
    • the return of HelpDesk activity.
        The efficiency of HelpDesk resources reliance is expressed by the indicators where the
HelpDesk resources (the effort made by the employee) are referenced at results (effect),
getting the resources consume, and through a reverse report is obtained the effort’s result. In
addition to this we can use indicators that express the utilization coefficient of some resources

Journal of Applied Collaborative Systems                                     Vol. 3, No. 1, 2011

comparing to their potential (for example, the coefficient for PC use, the coefficient for
defection remedial time for a problem signaled by the client etc.)
         The cost of the products (software or hardware) and the reliance represents criteria for
appreciating the HelpDesk activity efficiency in company and, in a large sense, the quality
synthesis of company’s activity. These indicators can be found in the way the production
factors are used, and also in the quality of the relations with partners, including work
         Beside the HelpDesk specify activity’s efficiency, it consists in the quality of provided
services. This kind of approaching for efficiency is specific for those domains where
entrepreneurs have direct relations with the public, to whom they must assure a certain level
of provides services in that moment.
         Anticipating the most frequent problems in HelpDesk in time and avoiding them is the
best solution for reducing the intimations for HelpDesk and for assuring the best functionality
of every day internet networks. O problem that can appear is releasing the duplicate at the IP
address meaning the network address for identifying the use of a computer. Every PC has a
unique IP address, but sometimes both will receive the same address as a result of an error.
When tins thing happens, there are problems with network communication and the system
administrator will have to modify the address on one terminal of the computer for solving the
problem quickly and easy.
         The connectivity problems are the most commune problems received by the HelpDesk
company’s department. This thing can be caused by some factors, like configuration changes
or the damage of connection devices, as for a switch, a router or a hub. First thing to do is
verifying the physical connections and if it is disconnected, we reconnect it and test that the
problem is solved. In case the physical connection assembly works, we verify if the hub’s port
is connected and work properly. There should be a green light on the port’s site which
indicates that the port is available for connecting. Similar testing can be made for switches
and routers. If they are connected, we should verify equipment’s configuration which shows
us the problem, of course we must reconfigure the equipment that is used for the network
         Sometimes there are errors with physical cables which connect computerized
equipments. These connections can be broken, short cutes or disconnected. In case of a
remittance, it interferes with an outside source. This will return network signals and can cause
others problems. For solving this, we verify if the physical connections were compromised.
This type of problem is solved by changing the cables that assure the contact between
company’s clients. If there is no result, than we test the cable in use to see if it is compatible
with our network or other technical problem and then we create the network. These
connection problems make a remittance in the network, and the incorrect connection of the
cable and the level of signal interruptions because of network defections.
         Software problems can be the cause for some network problems and after all the
physic possibilities were eliminated, we’ll have to see if the current system is the problem.
Lots of configuration problems can be the source of this situation, like WINS or DNS.
Registration problems can also cause a network problem, and also other software connections.
Depending on the problem, we make modifies, of configuration or we might have to reinstall
the soft for reestablishing the connection.
         If we find a slow connection, this might be a sign of network excessive collision and
this is the result of a network who was wrong planned or configured, or a user who transfers
big quantities of information at a certain moment, which overcharges the network. There are
options for the data transfer without putting an unjustified pressure over the network system,
like big text documents that are being processed. These data can be send archived through the
network, reducing the transfer time. A jabbering network interface card represents a network

Journal of Applied Collaborative Systems                                              Vol. 3, No. 1, 2011

interface card that is blocked and sends an error in the network that can also cause excessive
collision in the network. We recognize this thing because the light sending will be continuum,
which means the network interface card emits nonstop. This thing can be improved by
changing the necessary components and testing them for assuring ourselves that the problem
has been solved.

   4. Metrics of HelpDesk processes

        The metric of HelpDesk activity has the role to measure a certain characteristic of a
product, taking into account the factor that influences the level of measured characteristic. By
the applying to all the software products from a smooth lot, the metric becomes an instrument
for classifying and ranking software products. A software metric is an objective function F(X)
the mathematic model that belong to, if through it’s appliance is maximize or minimize the
level of the research characteristic depending on all influence factors. Objective function F(X)
is given by the formula:
        F(X) < α or f(X) > β
        X – represents the vector for the factors which influences the software characteritic
        that has been measured;
        α si β – represents the bias.

       In table one are defined the fallowing indicators:

                                        Table 1. Indicators
   Indicator category     Indicator details                         Indicator
   Progress               Offers information about how              Completions, planned tasks and
                          problem’s progress process                planning problem’s solving time
   Effort                 Offers     visibility     in    staff’s   Stuff planning
                          contribution about the costs for
                          solving the problem
   Cost                   Assures the fallow of the real costs      Real costs
                          comparing to the estimated costs
   Results                Offers the status for action elements     Action elements
                          from review to remedial
   Problems report        Offers a perspective of quality and       Number open, closed etc. problems
                          efficiency for testing process            reports in reporting period
   Requirements           Offers visibility in the spread an        Requirements modifying writing
   establishment          impact of requirements changes
   Dimensions stability   Offers a complete perspective and         Sizes growth
                          establish staff’s requires and
                          capacity for solving the problem
   Resources use for      Offers information about how the          Real    profiles    and    computer
   computer               problem can be solved by the              resources using planning
   Forming                Offers information about staff’s          Real number and planning stuff for
                          training and competence program           courses participation

       We’ve considered the set of errors E={Eror1, Eror2, ......, Erorn} and they represent a
performance indicator for writing files on external support, given by the following function:


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        An example of metric is the length of writing on external support measured in bytes
        Comparisons are direct:
   • if F(Ei) > E(Ej) we say that Ei is bigger than external suport’s space of Ej
   • if F(Ei,Ej) > 4700, where:
        F(Ei,Ej) = i * 4700 , results that Ei is bigger than Ej and can’t be writen on an
        external support.
   • If F(Ei,Ej) <4700 , where:
        F(Ei,Ej) = i * 4700 , results that Ei is bigger than Ej and can be written on an external
        Ei – represents a file of diffrent sizes which must be written on an external support
(DVD-RW, stck, HDD)
        Ej – represents the unit for writting that must letter the dvd (DVD-RW).
        An example of metric is the length of writing on external support measured in bytes
        In HelpDesk, management assures distance maintenance for networks and assures
advanced management instruments to provide the stuff access to the servers, desktops and
other network devices for the routine system maintainance. The capacity for allowing
management and for executing administative tasks, like:
   • Protecting Pc with antivirus or antispam through buying antivirus programs with
        independent license;
   • Maintenance disks for system software by buying software licenses (Windows XP
        license, Windows Vista license and Windows license, licenses for antivirus: ESET
        NOD 32, Bit defender, Kaspersky etc.);
   • Backup data for data base by copying on more servers the data base that we use;
    • Managing the network equipment’s policy (firewall, routers, switches, wireless);
    • Management of users, groups and computer’s actions in domain through giving
        privileges for each user;
    • Management of services, devices, events;
    • Installing of software patches and maintenance communicate through software
    • Monitoring journal event;
    • Reporting, including system management activities, problems and remedy actions;
    • Space management disk, including the partitions on disk, monitoring configuration
        and use.
        The main manager’s HelpDesk problem is realizing equilibrium between the cost and
quality. In table 2 are described the steps that are made in a HelpDesk quality problem:

                     Table 2. Steps for solving the problems in HelpDesk
Step 1: analyzing for If the Service Desk was structured using ITIL (ITIL – IT Infrastructure
quality facts         Library is a management and IT protocol discipline) best practices, Help Desk
                      performance is likely to be challenged against Service Level Agreements
                      signed with the customers – business units, departments, etc. But even if
                      formal SLAs have been implemented, such as 95% of low priority incidents
                      resolved in less than 10 hours, reaching formal SLA objectives is not
                      synonym of quality. For instance, this latter SLA could be reached, but 20%

Journal of Applied Collaborative Systems                                         Vol. 3, No. 1, 2011

                       of the calls may be closed without being properly solved, requiring end users
                       to open new tickets. Another example: users may complain about poor
                       communication skills of the help desk agent they were in touch with: bad
                       accent, no customer focus, no empathy… Therefore, one essential factor to
                       take into account, in addition to formal SLA objectives, is the measure of end
                       user satisfaction. Identifying root causes of quality issues is a complex
                       exercise, and must take into account interviews with help desk leaders,
                       customer representatives but most of all end users who are facing the help
Step 2: identifying    Depending on the root causes identified at the previous step, you may focus
most relevant          on actions to improve agent skills, or improve user experience with help desk.
improvements           For this purpose, you may settle workshops with Help Desk managers and end
                       user focus groups, in order to assess what improvements will bring the best
                       results to improve help desk quality, based on the root because they’re
                       supposed to mitigate. I strongly highlight the importance of challenging the
                       possible candidate initiatives with end users from the “real world” and asking
                       to users if implementing those will have a positive effect on their satisfaction
                       and experience with Help Desk. Analysts have put a strong correlation
                       between user satisfaction and the First Contact Resolution rate (FCR). This
                       rate expresses all possible ways for users to resolve their issues during their
                       first contact to IT, whichever techniques are used: phone, web, self-service
                       tools, chat, etc. This latter KPI may not be expressed as such by end users, but
                       may have a real positive impact on perceived end user satisfaction.
Step 3: define         Before starting to implement the most appropriate countermeasures to
relevant metrics to    improve Help Desk quality, I strongly advise you to think about the evidences
measure                that you’ll need to show in order to prove that such measures were effective.
improvements           Let’s assume that one of the root causes identified was linked to improving
effectiveness          communication and empathy skills of help desk agents, and that you have
                       decided to run a series of trainings to work on that specific topic.
Step 4: implement      This is a standard change management activity, so I will not detail this part
improvements           too much. The only thing I will stress is the importance of communication in
                       those activities, both towards the end users and the IT Community. Improving
                       organizations requires a strong Organizational Change Management focus and
                       the main role of the project manager, besides the formal PM techniques to
                       track costs, time and quality, will reside in his/her ability to be a powerful
                       communicator and agent of change between the various stakeholders.
Step 5: measure        As we have defined the KPIs on step 3, and taken their implementation into
success                account during the implementation phase, this step has to be run possibly
                       BEFORE, DURING and AFTER the changes have been implemented, so that
                       we can show some progress, and depending on the results, possibly launch
                       additional actions to improve results.
Step 6: start again!   Indeed, implementing one-shot actions to improve Help Desk quality is not
                       sufficient. It’s fundamental to measure Help Desk quality in a regular manner,
                       by evaluating Help Desk KPIs and end user satisfaction to track possible
                       degradations of quality. Help desks are facing very important turnover rates,
                       that’s even recommended in ITIL best practices to motivate help desk agents
                       by promoting them to level 2-3 support technicians, or moving them to other
                       silos in the Data Centers or Network teams. For this reason, the agents that
                       were involved in your initial improvement plan are not likely to stay for a
                       long time at their place, but may be replaced by new agents, frequently young
                       people with less experience.

       Where, KPI is a specific measure of performance for organizations in some area of
business. It is a very general concept with different implementations, depending on the type of

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activity and objectives of the organization: determines the interval to reach KPI target group.
There are three possibilities that we can use them: repetition time and period of time; a repeat
period, the indicator is measured over a time period that is repeated throughout the year (days,
weeks, months); a time to evaluate the data for a KPI over any continuous amount of time (for
example, any spam for 90 days); a fixed time period refers to a time when the KPI is
evaluated in a specific data set (eg 1 January to 31 January of a given year).
        Measuring the ratio of service requests called Open / Closed.
        In SysAid, was compiled statistical data needed to calculate the distribution company
and obtained detailed information about report service requests opened / closed. The result of
this report is 1.07.
        On average, 15% of the IT department almost 85 of every 100 service requests they
receive each month. Figure 1 represented an interpretation of the measurements:

                     Fig. 1. Report service requests opened / closed: 1.07

        This measure reflects the ability to close the HelpDesk staff incidents and points to
provide services company.
        If the value is equal to 1 means, that all incidents that have been opened and were
closed during the same period. This means that they are resolved, all arriving at the HelpDesk
incidents each month, long term, we should strive to reach a value of 1. When you reach this
goal, the next step and assess how they are used to ensure that resources are optimized.
        If the value is greater than 1 means that the amounts of incidents open time is greater
than the amount of incidents that were closed during the same period. With a value greater
than 1, there are several possible scenarios:
        • the balance from month to month while if the value is consistently greater than one,
        should make efforts to close any open incidents in order to complete them and get to
        one. While we take care of closing / opening up services, see which dips below a
        • increased value from month to month for this measurement, if an incident qualifies
        as an unscheduled on-site help desk staff or a decrease in the quality of services
        provided by the helpdesk staff;

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        • decreased amount from month to month, if the value is greater than 1, but is
        decreasing in time, to provide comprehensive services for the company, but we are
        moving in the right direction. Is running, the right to improve performance, and these
        processes, we can strive to reach the value 1;
        If the value of our measurements is less than 1 indicates that the number of service
requests that have been closed is greater than the number of requests for services that were
open during a certain period of time. This means that the desk staff made less demand than
open ones is probably close to historical incidents that are still open. You have to analyze the
rate at which they are closed for these incidents and to decide on how long we want to
complete and maintain this pace. After we closed, we should strive to reach a value of 1.
        This measure should be interpreted as a stand-alone indicator of performance and
service quality provided by the HelpDesk. All measurements are interrelated and because of
the HelpDesk staff dynamics are changing and need to be considered as part of a larger whole

          Metrics Description: How this result was calculated
          Metric: report of service request / Off
          Description: This report measured, calculated Opened incidents / incidents in a period
of time

          Requirements for a valid measurement are the followers:
          to confirm that the following assumptions are confirmed in the installation (SysAid).
          all service requests are incidents that were reported in HepDesk staff;
          for this measurement, an incident qualifies as an unscheduled service HelpDesk or a
          reduction in quality of service provided by HelpDek;
          ratio: the first parameter (open), divided by the second parameter (closed);
          period: note in the chart to indicate the time period has been calculated;
          Open: all the incidents that have been created in a period of time and land used for this
          purpose is the application time;
          Closed: all the incidents that were closed in a period of time and land used for this
          purpose is jail time, which is populated as soon as the incident moves to a closed class
          Otherwise, using a filter manufacturer to calculate the local Greeks measurement

   5. Conclusions

        HelpDesk job analysis defined its role in the company and existing types of HelpDesk,
we defined what advantages and errors that can occur, but also the effects that a person is
effective in HelpDesk.
        HelpDesk staff duties have been described and we present criteria for selecting
candidates for the position of HelpDesk, HelpDesk job description, the task that HelpDesk
staff must meet and the competencies that HelpDesk staff needs to acquire.
        Defining quality factors and ways to increase productivity and illustrate a problem and
built a metric of the post HelpDesk, HelpDesk and we defined an indicator in the management
of KPIs that we measure the effectiveness of company performance. It was described
HelpDesk's main problem of quality of service and its cost prestart are described in a few
steps you need to follow staff's HelpDesk. He made a measurement of services provided by
the HelpDesk application for sizing resources.

Journal of Applied Collaborative Systems                                  Vol. 3, No. 1, 2011


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                Sebastian Florin CRISTEA is a master student in the Economic
                Informatics Master program from Academy of Economic Studies, Bucharest.
                He has graduated the Managerial Informatics College from Romanian-
                American University.


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