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THE HELP DESK

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THE HELP DESK Powered By Docstoc
					            THE HELP DESK
 SERVICE
 NOT COMPLETE
 UNTIL THE CUSTOMER
 DECLARES SATISFACTION

TRACKING AND QUANTIFYING
ATTRIBUTES OF PROBLEM!

 RECORD SOLUTIONS
           THE HELP DESK
 PROBLEM
           MULTI-TIERED APPROACH



GENERAL KNOWLEDGE


            ESCALATE



                        SPECIFIC KNOWLEDGE
                  WHY??
• MANUFACTURERS LEARN MORE ABOUT THEIR PRODUCTS
• MANAGEMENT LEARNS MORE ABOUT ITS PEOPLE
• IMPROVEMENT OF EFFECIENCY
• TRAINING SOLUTIONS
• PRODUCT TESTING
• PRODUCTIVITY
            HOW??
      BUILD FORMAL STRUCTURE


SUPPORT
           RESOURCE LIBRARIES
           TEST AND SIMULATION LABS
           IN-HOUSE DATABASES
           ON-LINE DATABASES
   SUBMITTAL OF PROBLEM
PHONE: MOST COMMON, MOST EFFICIENT
         (SINGLE, MULTIPLE LINES)

AUTOMATED TELEPHONE ANSWERING:
    PRELIMINARY CALL SCREENING
    AUTOMATIC CALL DISTRIBUTION(ACD)
    VIDEO CONFERENCING
ONLINE SUBMITTAL
          EMAIL, ELECTRONIC FORMS, FAX

WALK-UP
    NEAR TO USERS
        ESTABLISH SERVICE
             LEVELS
CONSIDER:
            ASSIGN A PRIORITY/SEVERITY RATING
I.E MEASURE OF IMPACT OF PROBLEM ON THE USER
              1. ESTIMATE THE SERIOUSNESS
              2. IMPACT ON BUSINESS AND USERS

             MEASURE THE RESPONSE TIME
 I.E HOW LONG USER WAITS

                               SEE HANDOUT
                               MICROSOFT
          ASSESSING HD NEEDS
   Consult Customers\Clients
       Who are they?
       How many customers do you have?
       Where are the customers located?
       What technology do they use?
       When would they require IT support?
       What are the customers priorities?
       How technical literate are they?
     ASSESSING HD NEEDS
• Consult\Management
  – What is the direction of the business?
  – What are the critical needs?
     • Priorities
  – What does management expect from the Help
    Desk? What is their perspective?
     • Reports? Asset management?
  – What is the IT budget?
        HD STRUCTURE
• • USERS       •   FAX/COPIERS
• PHYSICAL      •   TEST LABS
    LOCATION    •   RESOURCE LIBRARIES
• INFORMATION   •   SOFTWARE TOOLS
    MODEL       •   WORKSTATIONS
• WORK SPACES   •   VENDOR
• CONFERENCES       MANAGEMENT
    ROOMS
• PHONES
• COMPUTERS
           HD STRUCTURE
• Identify the IT support required.
   – Provide all support?
   – Prioritize the support.
   – For each support requirement, identify the time
     required to complete the requirement – SLA’s.
• Identify the IT services that are required.
   – Provide all IT services?
   – Prioritize the services.
   – For each service requirement, identify the time
     required to complete the service. –SLA’s
          HD STRUCTURE
• Identify other services required by
  management.
  – Service reports
  – Repair reports
  – Asset management
      INCIDENT HANDLING
. DIRECT TELEPHONE
           IMMEDIATE AND CONTROLLED
          •SOLVE WHILE ON PHONE
          • CALL BACK
          • ESCALATE TO ANOTHER
      INCIDENT HANDLING
CALL BACK;
           USE OF PHONE, EMAIL, FAX, INTRANET,
           INTERNET.
THE CALL IS RECORDED IN THE ISSUE TRACKING SYSTEM

THE CALL IS RETURNED AS SOON AS POSSIBLE



EXTREMELY HIGH COMPLEXITY
            ESCALATION
REASSIGNING AN INCIDENT TO A NEW RESOURCE
THAT MAY HAVE MORE SPECIFIC EXPERTISE,
AVAILABLE TIME OR AUTHORITY.
    CALL FLOW MODEL

                       FRONTLINE

CUSTOMER

                        BACKLINE



     FRONT LINE/BACKLINE
           TIERED: LEVELS!!!
      FRONTLINE/BACKLINE
FRONTLINERS:- DISPATCH
         CONNECT WITH CUSTOMER AS SOON AS
         POSSIBLE AND RESOLVE IN A GIVEN TIME
         FRAME, THEN DISPATCH TO NEXT LEVEL



BACKLINERS:
         MORE EXPERIENCED. SPEND LONGER TIMES.
         THE BACKLINER TAKES CONTROL OF THE
         CALL
             FRONTLINE
• Level One – Front Line
  – Provides point of first contact with the
    customers.
  – Level One can be structured as a Dispatch
    Front Line or Resolve Front Line.
                 FRONTLINE
• Dispatch Front Line
  – Answer the call, log the information and pass
    the information to the next appropriate level.



Advantages                 Disadvantages

low salary                 low skill set required
fast initial response time low interest job
                           high call resolution times
                           low customer satisfaction
                       FRONTLINE
• Resolve Front Line
  – Calls are answered and the help desk
    practitioner tries to resolve the call, only
    passing it on if it cannot be resolved within a
    certain amount of time.

Advantages                                    Disadvantages
Faster Resolution time for some calls         Call duration
Higher customer satisfaction                  Higher salary $$$
Job interest
High skill set - excellent career prospects
  RESOLVE FRONTLINE
• Resolve Front Line –
  Critical Success Factors
  – Skills – must be able to resolve the calls.
     • Good Problem Solving Skills
     • Good Technical Knowledge
  – Training – keep up with technology
  – Tools – help desk practitioner must have the
    tools at his disposal to solve the problems.
     FRONTLINE/BACKLINE
THE FRONTLINER PREPARES A CALL SUMMARY
BEFORE TRANSITIONING THE CALL SO THAT
ALL RELEVANT INFORMATION IS GATHERED IN ONE
PLACE. THIS IS KEPT IN A CALL TRACKING SYSTEM


                    CALL


               TIER 1: GENERAL SUPPORT

             FLOW TO NEXT AVAILABLE TIER 2


                 TIER 2 SPECIALISTS
    FRONTLINE/BACKLINE
•MORE SENIOR SUPPORT PEOPLE WORK ON DIFFICULT
• HANDY WAY OF RAMPING UP NEW STAFF
• NICE CAREER PATH FOR SUPPPORT PERSONNEL
• PREDICTABLE FOR CUSTOMERS

               BUT

  • HAND-OFF TAKES TIME
  • YOU MUST GO THROUGH THE FRONTLINE
  • SIGNIFICANT DELAYS WITH CALLBACK
  • CUSTOMERS DEMANDS
  • FRONTLINER JOB SATISFACTION CAN BE LOW
  • FRONTLINERS HOGGING CALLS FOR IMAGE
            BACKLINE:- LEVEL 2
• Level Two is responsible for the following…
   –   Resolving help desk problems escalated by the 1st line.
   –   Tasks related to eliminating calls
   –   Marketing initiatives – client surveys
   –   Updating software (patches)
   –   Installing new software
   –   Installing new hardware
   –   Special Projects
• Rotation – sometimes, staff rotate between level 1 and
  level 2.
                 LEVEL 3
• May be a specific group within the
  company or an external resource. For
  example:
  –   Hardware maintenance\repair
  –   Software vendors
  –   Program development within the company
  –   Consultants
• Does it make business sense???
     TOUCH AND HOLD MODEL
GETTING THE RIGHT CALL TO RIGHT SUPPORT PERSON
    SUPERIOR FOR COMPLEX SITUATIONS

  TIER 1 : COMPLETES THE CALL WITH THE CUSTOMER
          RESOLVES EACH CALL, REFER TO OTHER
        LEVELS, OR RESOURCES

  TIER 2: ACTS AS AN ADVISORY, THEY DO NOT OWN
        CUSTOMER PROBLEMS
HD INFORMATION MODEL
HOW DOES CUSTOMER SUBMIT THE PROBLEM?
HOW IS PROBLEM FOLLOWED THROUGH?
CONTRACT VALIDATION
PROBLEM RESEARCH
ESCALATION
EXTERNAL DATA SOURCES




                      HANDOUT:
      INFORMATION MODEL
                 HOW???

• DOCUMENT THE INFORMATION FLOW: HOW DOES THE
  INFORMATION MOVE THROUGH THE HD STRUCTURE


• INFORMATION MANAGEMENT:
    WHAT CONTROLS HOW THE INFROMATION FLOWS
    FROM ONE LEVEL TO THE OTHER



                                  HANDOUT
                USERS

• WHAT IS THE CRITICAL REQUIREMENTS FOR USERS
• ACCESSIBILITY OPTIONS: SPECIAL NEEDS, LEGAL
   OBLIGATIONS, PHYSICAL, VISUAL, HEARING NEEDS
• SYSTEM ACCESS: HOW AND WHERE WILL THEY ACCESS
  THE HELP DESK
  HD SIZE AND
 ORGANIZATION

CENTRALIZED
   VS
DECENTRALIZED/DISTRIBUTED
            CENTRALIZED
            SMALL CENTER
            CENTER MANAGER


6 SUPPORT           MANAGER
ENGINEERS
                                 10 SUPPORT
                                 ENGINEERS


                             2 ADMINISTRATORS
           CENTRALIZED
            SPECIALIZED TEAMS

8 DISPATCHERS
20 PRODUCT X SUPPORT ENGINEERS UNDER 2 MANAGERS
20 PRODUCT Y SUPPORT ENGINEERS UNDER 2 MANAGERS
11 PRODUCT LINE Z UNDER ONE MANAGER
8 TECHNICAL ADVISORS
2 ESCALATION SUPPORT ENGINEERS UNDER A MANAGER
7 TOOLS, HARDWARE, ELECTRONIC SERVICES
  UNDER ONE MANAGER
             DISTRIBUTED
            FRONTLINE/BACKLINE

THERE ARE MULTIPLE HELP DESKS FOR THIS COMPANY

YOU ARE PROVIDING ONSITE SUPPORT WITH MULTIPLE
SITES OVER LARGE GEOGRAPHICAL REGION, MULTIPLE
TIME ZONES
          ONSITE SUPPORT
• GET ACCURATE AND COMPLETE INFO. ABOUT PROBLEM
• STANDARDIZE EQUIPMENT, PROCEDURES
• HAVE A CEBTRAL SITE WITH BACKUP EQUIPMENT
• SEND SMALL COMPONENTS BY INTEROFFICE MAIL
• CONSOLIDATE ONSITE VISITS GEOGRAPHICALLY
• MAXIMIZE EVERY ONSITE VISIT
• CONTRACT OUT HARDWARE MAINTENANCE AND REPAIR
• USE SOFTWARE MANAGEMENT SYSTEMS, NETWORK
 TROUBLESHOOTING ETC
• REMOTE TROUBLESHOOTING SOFTWARE
RELATIONSHIPS BETWEEN
      HD LEVELS
• Bridge and address the gap, those gray
  areas.
• Keep your supervisor, manager,
  management informed
• Commitment to ongoing improvement
• Share information
• Clarify Responsibilities
• Process improvement
                      Next day
Activity 5: Examine a formal HD structure and evaluate




 One-one project help with groups!!!!

				
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