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

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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

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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

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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

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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

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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

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HelpSTAR2008 Service Request from Chris Green

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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

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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

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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

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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

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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

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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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