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CHAPTER 5Help DeskOperation
CTS 217:Computer Training
& Support
Chapter Objectives In this chapter, students will learn about:Help desk operation proceduresThe multilevel support modelThe incident management processThe physical layout of help desk work areas Job stress in help desk workHow hardware and software tools are used
by support agents, managers, and end usersHelp desk trends
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What Is a Help Desk?An organization that provides a single
point of contact for users in need of technical support
Goal: enhance client satisfaction by effectively and efficiently resolving problems and questions Alternate titles: hotline, information
center, training assistance, support consultant, client services
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Multilevel Support Model Multilevel Support Model: a help desk
structure Organizes support staff and services into
levels (tiers) Each level is staffed by a worker with different
skills Also called the frontline/backline model
Goal: handle as many incidents as possible at the lowest level in the support hierarchy Save scarce resources for incidents in which
more expertise is necessary
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The Incident Management Process Incident management: a well-defined,
formal process that help desk staff follow to: Handle problem incidents Get information to users Solve user problems Maintain records about the incident
Call management: primarily concerned with handling telephone contacts
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Steps in the Incident Management Process
1. Receive the incident 2. Prescreen the
incident 3. Authenticate the user 4. Log the incident 5. Screen the incident 6. Prioritize the incident
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7. Assign the incident 8. Track the incident 9. Escalate the
incident10. Resolve the incident11. Close the incident12. Archive the incident
1. Receive the Incident Sources of incidents:
In-person, email message, phone call, web contact Goals:
Establish a relationship with end user Get basic information from user
Who is the user? User’s contact information What is the purpose of the contact?
May use a greeting script Warn that call may be monitored Apologize for delay or wait time
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2. Prescreen the IncidentPrescreening: filtering process to
determine how the help desk staff will handle the incident
Goal: incident screener may handle a simple request for information Product information How to order Where to purchase
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3. Authenticate the Incident Authentication: determines whether help desk
staff are authorized to handle an incident May involve checking:
A product registration database A product model or serial number A warranty database A support service database of authorized clients
Goals Determine the status of each client Establish a billing procedure (where appropriate) Filter out unauthorized clients
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4. Log the IncidentLogging: documenting the incident and
its related problemBasic information about an incident is
recorded Trouble report form Incident tracking database
Goal: start a record of the incident
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5. Screen the Incident Screening categorizes and describes the
incident Common incident categories:
Request for information Question Problem Complaint Work order
Goals: Define the category of an incident Capture a brief description of the incident
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6. Prioritize the Incident Priority code assigned based on:
How serious the problem is How many users are affected Consequence of not handling problem
immediately Goals: priority code often determines the
kind of attention an incident will receive from staff
Alternative to priority codes Handle incidents on first-in, first-out (FIFO)
basis
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Priority Codes and Incident Handling Example priority codes 1 – Urgent 2 – High priority 3 – Medium priority 4 – Low priority High priority incidents are usually serious problems
that affect the productivity of a large number of users
Priority codes often determine the response time of support staff
Priority codes may change as an incident is handled
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Cisco’s Priority Codes Priority codes at Cisco’s Technical Assistance
Center Priority 1 – Network down; no workaround
available; business processes critical Priority 2 – Network badly degraded; no
workaround available; business processes impacted
Priority 3 – Network degraded; most business processes working
Priority 4 – User needs installation or configuration support or information on Cisco product
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Priority Codes and Queue ManagementQueue: a waiting line into which
incoming incidents are placed when they cannot be answered immediately
Queues may be defined for: Each priority code Different products Types of customers Levels of support
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7. Assign the IncidentWhen a level 1 incident screener
cannot respond to an incident directly, it gets assigned to another agent who: Has specific product knowledge Has specialized expertise
Goal: move each incident into a queue where it will get appropriate attention
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8. Track the IncidentTracking: updates incident information
As an incident is processed As new information is added to the incident log
Goals: Provides a record:
When important events occur A history of how an incident was handled
Provides data Measure the quality of incident handling Evaluate support agent performance Identify support staff training needs
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9. Escalate the Incident Escalation: normal process in which an incident
is transferred to a higher level support agent who has: Greater ability or expertise Resources to handle more difficult problems
Goal: resolve a difficult problem effectively and efficiently
Escalation may be automatic if an incident is not resolved within a predefined time period
Ownership of an incident should be clearly defined when an incident is escalated
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10. Resolve the Incident Resolution: user’s problem has been solved or
information has been provided A complaint may be referred to product designers
as a suggestion for the next product revision cycle Caveats:
Not all calls can be completely resolved by the incident management process
Resolution doesn’t necessarily mean the client is completely satisfied
Goal: minimize the percent of incidents that cannot be resolved satisfactorily
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11. Close the Incident Incident closing may include:
Review steps followed to solve the problem
Seek mutual agreement (verification) that a solution has been reached
Thank user for contacting the help desk Invite user to recontact if not satisfied Make final entries in incident log or
databaseGoal: provide technical and
interpersonal closure to an incident
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12. Archive the incident Archive: copy resolved incidents to a
database of completed incidents Incidents are retained in an active database as
long as they remain relevant Goal: reduce the size of the active database
by removing less relevant information Incident archives
Can be searched if needed in future problem-solving situations
Can serve as a source of data for statistical analysis
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Help Desk Service Best PracticesBest practices: procedures, tools,
methods that successful support groups employ
Example: Information Technology Infrastructure Library (ITIL) guidelines cover: Incident management Problem management Change management Release management Configuration management
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ITIL Best Practices Incident management – disruption of normal services
Goal: restore computer services to normal quickly Problem management – strategies to find and fix the
root cause of problems Goal: anticipate, repair, eliminate the causes of problems
Change management – plan for technology changes Goal: minimize impact of changes on business operation
Release management – implement change management procedures Goal: smooth implementation of changes
Configuration management – asset inventory database Goal: identify, control, monitor, audit technology assets
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Physical Layout of Help Desk Work AreasDesk in a cubicleAccess to one or more computer systemsAccess to reference information libraryTelephone headset permits freedom of
motion Issues
Job stress Diversions for staff Workplace ergonomics
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Job Stress in Help Desk Work Job stress: results from physical and emotional
responses due to mismatch between worker’s characteristics and job requirements Inadequate training Lack of qualifications or experience Inadequate resources to do job Poor workplace ergonomics Unrealistic management expectations Callers abusive or have unrealistic expectations Poor management practices Impact of office politics
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Job Stress in Help Desk Work Symptoms of job stress
Fatigue and insomnia Head and body aches Inability to concentrate Expressions of anger Substance abuse Low morale Low self-esteem
Solutions to job stress Personal stress management techniques and
strategies Organizational change
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Job Stress in Help Desk WorkChanges in working conditions reduce job
stress Reduce:
Excessive noise Distractions Interruptions
Work breaks Frequent Scheduled
Use of employee lounge, cafeteria, break room
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Help Desk Technology and Tools Impact of automation on help desk
industry Help desk software
Used by agents Used by managers Used by end users
Computer telephony systems Web-based support
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Help Desk Software Tools for Help Desk AgentsLog and track incidents
Manage incident queues Interface with telephone system Set incident priorities Assign incidents to support staff Escalate incidents
Client information Store, edit, and recall client contact and
location information in a database
29
continued
Help Desk Software Tools for Help Desk AgentsLinks to product information
Product features Product limitations New versions Configuration constraints Known bugs Product availability
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Help Desk Software Tools for Help Desk AgentsAccess to configuration information for
client systems Hardware configuration Software licenses Network protocols
31
Help Desk Software Tools for Help Desk AgentsProblem solution knowledge base
Contains information about common problems and their solutions
Sometimes called a “smart” database May use search strategies based on
artificial intelligence Expert systems (sequences of IF-THEN rules) Neural networks (automated learning
systems) Case-based reasoning (pattern-matching
strategies)
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Help Desk Software Tools for Help Desk Agents (continued) Diagnostic utilities
Tools to assist in diagnosing and repairing problems Remote access to user system
Links to communication and information resources External connections to e-mail and Web Internal connections to:
Online help Product documentation Problem archives
33
Help Desk Software Tools for Help Desk AgentsProduct order entry
Order entry capability Can integrate with other business
systems, such as shipping and invoicing
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Help Desk Software Tools for Help Desk AgentsAgent time management tools
Calendaring Automated reminders Meeting and project scheduling Warning alarms Collaborative tools To-do priority lists Project management tools
35
Help Desk Software Tools for Help Desk AgentsAsset management
Equipment inventory Asset ID numbers Software licenses
System installation informationService management
Warranty information Reminders of next preventive
maintenance Service history
36
Help Desk Software Tools for Help Desk AgentsService Level Agreements (SLAs):
contract that defines expected performance of user support services or external vendor-provided services Specifies response times Specifies performance objectives Monitors and reports contract
performance
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Help Desk Software Tools for Help Desk AgentsClient feedback: evaluations collected
from help desk users about their level of satisfaction with: A product Help desk services Handling of a specific help desk incident
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Help Desk Software Tools for Help Desk AgentsStatistical reports
Predefined reports Abandonment rate (callers who hang up) Number of unresolved incidents Average length of time on hold Average time to resolve problems Productivity of agents Inventory control reports Frequently asked questions
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Help Desk Software Tools for Help Desk Agents Customizable interfaces, forms, reports
Augment predefined reports to address specific management information needs
Telephone system interface Manages large numbers of incoming and
outgoing calls Automated incident management
Defines IF-THEN business rules to automatically: Route incidents to agents Route incidents to queues Escalate an incident
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Help Desk Software Tools for Help Desk AgentsDirect end-user access to help desk
software and databases reduces the cost to provide support Access to information on support Web site
Product information Problem incident archive
Submit an incident Monitor resolution progress Submit feedback
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Popular Help Desk Software Packages Large-scale
operations Help Desk
Technology’s HelpSTAR2008
BMC’s Remedy Help Desk
Epicor’s IT Service Management
HEAT Service & Support
TechExcel’s ServiceWise
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Small or mid-scale Monarch Bay’s
HelpTrac Numera’s Track-It! Baron Software’s
Manage-IT! Soffront’s Customer
Helpdesk ScriptLogic’s
BridgeTrak
Popular Help Desk Software PackagesLow-cost or free software for small help
desk operations Spiceworks Ilient Software’s SysAid
Many help desk software vendors offer evaluation versions that can be downloaded and used for a limited period without charge
43
HelpSTAR2008 Service Request from Chris Green
44
HelpSTAR2008 List of Open Requests for Agent Beth Markham
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HelpSTAR2008 Knowledge Base of Best Solutions
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HelpSTAR2008 Asset Identification Screen
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HelpSTAR2008 Management Dashboard
48
Computer Telephony SystemsComputer telephony: integration of
computer and telephone technology into a seamless help desk tool
Automated Call Distributor (ACD): computer telephony system that automates the first steps in incident management Answer calls Greet callers Provide menus Route call to support agents
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Computer Telephony Systems ACD goals
Reduce amount of time and cost to respond to calls and route them to support agents
Collect information about performance of help desk operation
Monitor calls ACD problems
Reputation for poor customer service Poor design of menus Lengthy hold times Repetitious requests for information Dropped calls
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Computer Telephony Systems Common features of ACD systems
skill set distribution: routing calls to experienced agents
overflow routing: send calls to an available agent call accounting: statistics on calls received lost call reporting: statistics on abandonment rate queue time: statistics on time spent in queue agent performance: statistics on agent handling
time call monitoring: monitoring for worker training
and evaluation
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Interactive Voice Response Interactive voice response (IVR): lets
users interact with a database of information User presses keys on telephone handset User speaks simple words into telephone
IVRs can be programmed with decision-tree logic to: Ask and answer questions
Without a human agent
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Web-Based Support Product information Order
entry/fulfillment Rebate status Automated
responses to information requests
Online documents Software downloads Troubleshooting
wizards
53
Knowledge basesSearch engineChat roomsE-mail access to
staffSubmit problem
reportsContact informationCustomer
satisfaction surveysLinks to related sites
Web Support AdvantagesLowers cost to provide support
compared to other methodsMakes users more self-reliantReduces errors due to misinformation
and miscommunicationEliminates user time spent waiting on
phone for help desk agent
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E-mail Support AdvantagesE-mail is asynchronous
User and support staff do not have to be available online at exactly the same time
E-mail responses make more flexible use of support agent’s time
E-mail responses to frequent questions can be composed in advance and pasted into messages
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Impact of Web and E-mail Use on Support StaffMore efficient use of support staff
resourcesWriting skills more important for
support staff than telephone skillsQuick recall less important than ability
to locate informationAbility to listen less important than
ability to read and understandCustomer service skills remain
important
56
Impact of Intranets on Support Staff Intranet: a network modeled after the
Internet with information organized into Web pages Facilitates communication between an
organization’s employees and support staff Uses familiar technology
Web browser Search engine
Provides improved security for communication than the Internet
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Trends in Help Desk Operations Technology trends Cloud computing Virtualization of software platforms Support for wireless devices Use of remote diagnosis Use of voice response technologies
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Trends in Help Desk Operations Help desk workplace trends Off-shore outsourcing Demand for certified workers Telecommuting as a work style Adoption of industry best practices (ITIL) Pressure to reduce support costs Use of Web-based support portals Use of quantitative metrics Resources devoted to security Help desk software integration
59
Chapter Summary The goal of help desk operations is to provide
clients with a single point of contact for: Information requests Problem resolution
The steps in the incident management process are designed to effectively and efficiently manage the process of handling an incident
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1. Receive the incident2. Prescreen the incident3. Authenticate the user4. Log the incident5. Screen the incident6. Prioritize the incident
7. Assign the incident8. Track the incident9. Escalate the incident10. Resolve the incident11. Close the incident12. Archive the incident
Chapter SummaryThe Information Technology Infrastructure
Library (ITIL) provides guidelines for support industry best practices
A help desk’s physical environment includes the workspace, furniture, computer equipment, and specialized telephone headsets
Job stress may occur when the expectations of a position do not match an agent’s personal characteristics
61
Chapter Summary Help desk software packages include tools for
agents, managers, and end users designed to automate many incident management tasks
Other automated tools include computer telephony systems such as automated call distributors (ACDs) and interactive voice response (IVR)
Web-based and e-mail support offer cost and efficiency advantages over face-to-face and phone support
Technology and help desk workplace trends will continue to impact the support industry
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