Help Desk (Assignment-2)Presentation by Ratan Mohapatra

2023-05-01 Ratan Mohapatra

Help Desk

Centralized resource of support for end-user

2

• Call Centre• Computer Support Centre• IT Response Centre• Customer Support Centre• Resource Centre• Information Centre• Technical Support Centre

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Single point of contact (SOC)

• technical information • support

End -user IT Products/ Services

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Multi-tiered support system

“qualified” teamhandle routine and exceptional challenges in an IT environment

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Goals of Help Desk

• knowledge transfer to end-user• Restore IT systems by troubleshooting and problem solving• For a better user experience (UX)

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Sustainable IT environment

• Architecture • Research of (“need”, “solutions”)• Planning (resources)

• Implement

• Manage• Administer• Troubleshoot and servicing

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Help Desk Engine

• Ticketing System• Tracking• Documentation• Escalations

• Levels of support• Teams

1. Time2. Resource (physical & Intellectual) Management

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Levels of HD- “0”

Automated • Response to Frequently Asked Questions • Password reset• Web based (ITIL) support• Knowledge base look up

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Levels of HD- “1”

Help Desk represented by an agent • Call filtering• Ticket Routing & Escalations• Basic Troubleshoot & support• Gather and document information• Preliminary analysis of symptoms• Determine the best way of resolution

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Levels of HD- “2”

Desk side team:• Bench repairs• Virus / Spyware Cleanup• Setting up Desktops, Mobile Devices and Applications• Printing problems• Computer performance issues• Attend to escalations and/or Escalate to higher level• Solve known issues / authorised research & implementation of fixes• End-user training

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Levels of HD- “3”

• Highest expertise in support• Troubleshooting• Configuration • Database Administration• Infrastructure Issues:• Servers• Network• Data Centre, Email, File shares

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Network and Server Teams (Level 3)

• Network infrastructures: software & hardware• Servers, Switches, Routers• Network services:

• Email configurations• File management & Back up

• Network Security, Firewalls• Network monitoring tools:

• Open source • Proprietary

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Levels of HD- “4”

• Outside the organisation• Issues related to specialised products or services• vendor specific hardware and software• Printer/Copier maintenance and repairs• Heavy equipment• Depot

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Other Teams

• Specialised products and services• PBX• VOIP• Modems• Fax Machines• Moving telephone numbers • Voice mail• Custom software

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Help Desk Software

Open source:

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ITIL (IT Infrastructure Library)• A systematic approach• Embedded in most HD systems (BMC Trac IT)

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Help Desk Institute (HDI) http://www.thinkhdi.com/

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Best Practices- non technical

• Cordial greeting• Explain your protocol of troubleshooting• Direct line of communications• Take Ownership

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Best Practices- technical

• Meaningful technical documentation (notes)• Prepare yourself (read ticket notes)• Investigate previous cases (history)• Escalate when the issue is beyond your limits

of expertise

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Best Practices- Miscellaneous1. Understand policies2. Market

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Acknowledgements

• Jawad Safari (study notes)

• www. wikipedia.org

• http://www.golime.co (graphics & concepts)

• ……………………

• NSP gang { batch Mar 23 2015 }