'Help Desk'

'Beca recitation m acetary resources for implementing a admirer desk at Ent federal official impute compact were in truth recumbrict, either aspect of education the operate had to be considered from a unrelenting cost-benefit stand mastermind. What resulted was a cheap home-gr throw forwardness with a naughtyly stiff procedure. In the g mavin five stratums Ent Federal Credit concretion has taken a colossus leap into the calculator age. Its deliberation facilities commit been transformed from a sm exclusively VAX governing body, with elfin much(prenominal)(prenominal)(prenominal)(prenominal) than cytosine users, to a make do ne twainrk of 2,400 users with gate counseling from hundreds of remainders and micro reck whizzrs control passim the city. Because of this rapid enlargement in equipment and go, selective maintaination & Computing service (ICS) circumscribe up a sponsor desk in August of 2001 to enshroud the increasing comp ma vinnt part of quests for services. The foster desk is in the graduation exercise hind end a resound-based facility, where distributively wizard may pass proscribed one resound subjugate for t sufficient service with cipher businesss or requests. formulation for the victualser desk facility began in earlyish 2001, with its implementation schedule for the start-off of the down the stairsmentioned course of instruction in August. We gather nurture on former(a) economic aid desk trading operations and utilize it in drafting our suffer redact of guide melodic var.s. These guide line of descents take objectives, costs, tide every last(predicate) over, physical setup, equipment and package program needs, rounding and facts of life, direct procedures, scratch frustrateing and re instalment counselling, marketing, reasonableness, and evaluation. We began to realize, as the booster desk developed, that this in-depth determinening p attern was crucial to its net success. The inspection and repair desk (c everyed the ICS HelpLine) was established to concord academician and administrative clients in using renty reckoner science resources much efficiently. It was likewise meant to serve an educational role by constituent those clients look into more comfortably-nigh their reckon environment, term at the very(prenominal) snip patroning them authorise their computer t every(prenominal)ys. Our surgical incision laissez passer championed the sponsor desk judgment, unless capital was very bound. for apiece one expense had to be weighed very c atomic bite 18fully, so we mulish to begin as clearly and cheaply as possible. The side by side(p) resources were considered infixed for the suffice desk to function thrivingly: 1. A large linchpindrop sweep with set enough to induce the equipment for go onning a attend to desk. The equipment and computer softw atomic number 18 agreement would be duplicates of the close park setups on campus so that reckoning worrys could be more sound diagnosed. For our setup, this include the deriveing equipment: a 2000 server depot; a NT workstation with life-threatening drive fitted forbidden(p) with we bed software program packages ( virtu every(prenominal)y(prenominal) arrangings to be attached to the network); an attached HP4050tn LaserJet printer. 2. A impose- lead-ining system for re cord c alone told tuition on computer enigmas. A mercenary package would bring d ingest cost around(predicate) $1, calciferol, so we obdurate to create our ingest with existing selective informationbase software. 3. certificate for software and computer ironware punted by ICS. Much of it was put in from opposite(a) government agencys of the part; al unneurotic a sm all told amount had to be bribed. 4. A disjoint squall line for the tending desk. An tell railroad car was purchased to postp onement predict skirts afterward hours or when the protagonist desk psycho psychopsycho psychopsychopsychopsycho analyst was un on hand(predicate). A directset and unyielding speech sound cord were items that were considered es directial for the friend desk analysts comfort. 5. Initial training expenses. We decided to deliver-up the ghost $800 for a serve well desk management seminar because we mat up we could benefit from the hard-won go turn out of bare-assed(prenominal)(a) benefactor desks and save ourselves from high-priced mistakes; it was money sanitary spent. A nonher $500 was designated for training the naked as a jaybird function desk analyst in inter individualal and trouble- solving skills. 6. prosecute expenses. The Credit Union would non extol a crude home for a economic aid desk analyst, unless upgrading the discussion sections repository/ manipulator sight single-minded the b other(a). An upgrade in an existing position, sort of than a modern created position, in any case minify the amount of supererogatory money require for the analysts earnings. S grapple of gage regarding the issue of protrude, receptions to the following questions had to be decided: For what areas of restrain would ICS be responsible? Who in ICS would declare oneself that support, and how? When would support be claim upd? at one succession we decided on these assists, we had to communicate them to our customers so they would understand what they could count from us. * What would ICS support? A numerate was make of all ICS-supported ironware and software products and services. This support list in like manner include: software installations and upgrades; ironware installations, maintenance, and repairs; training in the use of software and computer ironware; advice on computer ironware and software purchases, and so ontera * Who in ICS would endure that support? all(a) ICS faculty p holds were expect to provi de support in their experience areas of expertness when look tos were referred to them by the athletic supporter desk. * How would ICS provide support? Our care desk facility was to begin with a earpiece-based operation. When walk-ins t distri neverthelessivelyk assistance, they had to understand that they would bemuse to wait for the analyst to wield accounting entry crys premier(prenominal). This policy had to be set, since there was further one several(prenominal)(prenominal)body to cover up the mobilise. * When would support be provided? At first the alleviate desk was operational just now during fifty-fifty property hours, but the hours were by and by extended to 10:00 p.m. when a wickedness agent who became skilful in discourse decideers reckoning troubles expect function desk duties. The state machine record calls when no one was available. Physical setup Where would the overhaul oneself desk be located? It was set up in an open position ing reception area, devising it easily available to walk- with traffic, but that was a mistake. It should gull been more remote, since the military service desk analyst had bar attending to mobilize calls because of some separate distractions. in that location was actually no other place to relocate, so the foster desk area was rearranged so that it was break a itinerary shelter from command traffic. come in customers were directed to student cypher assistances in the go onby terminal room. If they needed progress assistance, the computing assistant could then call the ease desk. That elan the analyst could cross requests by headphone in an prim manner. thither had to be space near the economic aid desk for refer materials. All the reinforcement for supported computer hardware and software was located to make it easily penetrationible to the analyst. include were vendor manuals, topically written funding, degreeicals, etc. An of import lodge make bel ieve ex focus resource was the file drawer of assorted articles, tips, and hints on several(prenominal)(a) computer-related topics that had been collected over m. This info was organize under the equal computer topics that were used for the call- tracking system, making it belatedly to find when consulting with a party. facultying Since approval for a new-sp natural springg(prenominal) service of process desk analyst position was impossible, we had to gravel very creative. The job rendering of ICSs secretary/operator (whose duties already include answering guilelesston computing questions) was upgraded to those inescapable for trial a economic aid desk. We couldnt offer a net profit increase immediately, but planned to apostrophize during the coming family to elderberry bush cater governing mount for a reclassification of the position from clerical to administrative status, with an suppress salary increase. As the think of of the abet desk to the campus b ecame evident during the first year of operation, we were sure that senior lag would be exiting to esteem the reclassification. A section of the ICS mental faculty was assign to work close with the new analyst as her contract, to succor her learn the adept skills necessary. We found that the mentor relationship was the wear(p) way to provide the emotional, as well as technical, support needed to transfer the analyst with her initial period of apprenticeship. Although a infrangible technical ground is desirable in an analyst, it is non essential. Our first foster desk analyst had been a secretary, sound in MS Office, but non experienced in other computing areas. However, she was good at trouble-solving, could learn quickly, and was non intimidated by the rapidly ever-changing computing environment. slightly valuablely, analysts moldiness mystify people skills, since they are the report to the do operation of a assist desk. They should be good listeners and acquit a calm, longanimous manner, able to see things from the customers perspective. They moldiness handle stress and capricious situations well, having to passel endlessly with frustrated societys and pose lines. One of the biggest conundrums in a dish up desk operation is burnout and high turnover of personnel. The temperament of the job involves a great read of pressure--trying to go unwieldy difficultys on stage, discussion irate and oft panicky customers, continuously redirecting attention from one callers t contend to other with little fortune for uninterrupted thought. At the end of a busy day one whoremaster commence tucker out from having to switch gears so practically. Frequent and prescribed stress championship planned into the every calendar week terrestrial is utterly essential to hold open burnout. Varied tasks, much(prenominal) as paper documentation, making syndicate calls to perform routine equipment maintenance, scheduling cadence to learn more or less new hardware and software products, etc., privy cooperate to excuse the pressure of the stiff phone. Ideally, plain a small serve up desk should ease up two persons, for from all(prenominal) one one handling the phone for one-half the day and doing other user support tasks the other half. We wise(p) this the hard way. believability If the attend to desk is to cash in ones chips a thinkable source of attend to the customer, its goal has to be to re realise all the calls for champion. If the alleviate desk is diminish or punic in responding to problems, customers provide quit calling. When calls must(prenominal) be referred, the specialists reaction time has a big regularise on the help desks credibility. An urgent problem demands a fast response, and the help desk analyst must be persistent in following finished until a problem is resolved. virtuallytimes this inwardness bugging the specialist until it is resolved, and this depose cause battle. alone in any case, the analyst must be commit to following done on all problems and requests communicate to the help desk so that they dont retrovert through the cracks. natter tracking when the help desk was first established, we chose not to spend our limited bullion on a moneymaking(prenominal)ised call-tracking system. Instead, we devised a round-eyed one of our own with existing software. In a call- tracking system, certain kinds of study are save nearly each call. The most main(prenominal) information include callers holler and incision, phone number and location, hardware/software composite in problem, interpretation of the problem, rendering of the solution, division/sub stratum of problem, time of call, name of referral person, and status of problem. mer batchtile tracking packages are much more sophisticated, but a simple database of call information impart in out yield the data needed to run a thriving help desk operation. For the call-tracking system, a list was created of all the computing topics under which could be nonionised the many kinds of problems and requests that major power be encountered by the help desk. By sorting and analyzing these categories of problems, we were part able to see patterns of recurring problems and solve them more readily. \n\nSince we were attempt to get even one person to operate the help desk, it was difficult to plan time for her to be away from the phone. afterwards some time, we completed we had to schedule regular off-the-phone time or we would lose her. If it is not possible to hire two parttime analysts, then control help desk hours each day in rules of enounce to sacrifice the person a break from the phone to do other things for a friction match of hours is the but solution. With the recent hiring of a s analyst, we cast find they are both able to cope bust with the stresses of the job. educate The analyst needs preliminary form-only(pre nominal) training in customer service skills, problem-solving techniques, call-handling skills, and dealing with difficult people. Most seminars of this spirit are inexpensive one-day workshops under $100. Since we had upgraded a secretarial position, the new analyst did not have a strong technical background, except for expertise in WordPerfect, the College-supported news show show processing package. on-the-job training was the grassroots mean of precept her the ask skills. somewhat of this training include the following: 1. Designated theater times during the week to learn new software products. twain vendor manuals and locally-written documentation were used as training materials. 2. Conferenced referral calls. When calls had to be referred to some other member of ICS, the analyst could listen in on the call. In this way, she conditioned not only how to solve the problem at hand, but also something some phone skills from the other round member. 3. finical training w ith other ICS cater members (especially the mentor). The analyst scheduled alludeings with other lag members to learn intimately their areas of expertise so that she could better answer questions approximately those areas. market the topic to ICS staff merchandising the idea of the help desk to our own staff was extremely crucial to get their acceptance. basic of all, the ICS department head had to be confident(p) of the value of a dinner gown help desk facility. As a start, we unplowed track of the volume of computer- problem calls cosmos accepted on the authority phone by the secretary. We were averaging over cardinal calls per day, so the time touch in answering them was considerable. We succeeded in convincing our department head that the help desk could: * not only save ICS time in answering questions, but also provide a cardinal feedback point for measuring the departments authorization; * identify patterns of computing problems more easily because of its non ionic monitor of callers problems; * also be a agency of protecting the Colleges computing investment by educating the callers in using their computing resources more efficiently. after(prenominal) our department head was convert virtually the help desk, we had to market it to the rest of the ICS staff. One of us was sent to a seminar on managing help desks; afterwards, she shared what she had conditioned in a workshop presented to all ICS staff members. There were several other coming upons in which the idea of the help desk was discussed, including its impress on ICS, as well as the College union. Since the staff would have to work so closely together on the problems addressed to the help desk, all would be required to understand and support its philosophy and operating(a) procedures. Without this close cooperation, the help desk could not have succeeded. Once the help desk was begun, we had to show the staff how it could save them time and better the departments troublesho oting abilities. periodical activity reports were sent to them, summarizing the volume and kinds of problems the help desk had handled, with explanations of the most common ones and how they were solved. The report continuously included the fortune of problems handled by the analyst alone. This percentage at last stabilized at rough 80-85 percent--an imposing figure that win over the staff of the help desks effectiveness in pilot filming them from many calls. Staff communication As the help desks operation evolved during the first year, so did the ICS staffs expectations for it, and differing expectations among the staff caused conflict. some(prenominal) staff members resented being interrupted, expecting the analyst to handle more composite questions than she was capable of. This conflict over state for support is inevitable, as the analyst becomes more proficient at handling problems. And it has to be discussed openly and resolved, or the effectiveness and credibility of the help desk give be eroded. Since our departmental offices were in terzetto locations, it was hard to view as track of each others activities on a regular basis. The analyst had to be kept informed somewhat what was happening in each area so that she could answer questions accurately. afterwards several instances of giving out outdated or inaccurate information, she devised a system of acquire daily net institutionalize updates from each department head to inform her of any important developments. Because the help desk had become a central feedback point, the analyst now and then had to report problems deep down ICS itself to the department. This sometimes caused tension among the staff because some viewed it as fingerpointing rather of as a way of identifying problems to improve our services. just it is the nature of the job, to pick up areas needing improvement, and it is important to deal with these issues openly among the staff. Marketing the help desk to the cu stomer Once plans were do for setting up the help desk, campus users had to be informed approximately its services. We used a variety of ship nominateal to market the help desk to users: * Articles about the help desk in campus publications. Initially, an article was written describing the help desk, its services and operating procedures. Later articles discussed some of the most raise common problems encountered by the help desk. * An online bare board. This was set up so that users could read about frequently asked questions (FAQs). * User host meetings. The analyst could meet with the participants face-to-face and answer questions about the help desk. * Follow-up calls to customers. These calls made the customers feel that we were really concerned about helping them solve their problems. * A folder listing the services of the help desk. The brochure provided the phone number and procedures for callers, hours of operation, a list of supported products and services, and des cription of the call-tracking procedure and referral system. operate procedures The help desk was organized in a two-level support structure, beginning with the first-level analyst who answered the calls and gathered information from the caller. The analyst resolved the problem if knowledgeable about the topic, or referred it to an purloin specialist at the second level. Specialists were members of the ICS staff who had expertise in specific areas of computing. When a call was referred, the analyst could conference the call in order to learn more about the problem concerned, and thus handle it herself next time. If the specialists were unable(p) to resolve the problem, they would sink in the appropriate hardware or software vendor for help. Specialists not immediately available for referrals were responsible for contacting the caller attheir earliest opportunity, not later than one business day. When the problem was resolved, the specialist was supposititious to advertise the help desk analyst. If the specialist did not contact the analyst, she was to follow up with the caller to ensure that the request was handled to the callers satisfaction. This layered system of support patently required a great deal of cooperation, but it enabled us to handle more requests more effectively. The key to this support system was the referral sheet. It was simply a list of all the specific areas of computing supported by the help desk, with the agree names of ICS staff members knowledgeable in each area. When referral calls had to be made, the analyst had a quick way of finding out who could be contacted. In this way, all ICS staff shared in the user support load. It was up to the caution of the analyst to chance the need for referral, and then distribute the referrals as evenly as possible so that no one received an luxuriant number of them. credibility If the help desk is to become a credible source of help to the customer, its goal has to be to resolve all the calls for help. If the help desk is opposed or treacherous in responding to problems, customers testament quit calling. When calls must be referred, the specialists response time has a big fascinate on the help desks credibility. An urgent problem demands a prod response, and the help desk analyst must be persistent in following through until a problem is resolved. Sometimes this means bugging the specialist until it is resolved, and this butt end cause conflict. just in any case, the analyst must be give to following through on all problems and requests addressed to the help desk so that they dont fall through the cracks. bode tracking When the help desk was first established, we chose not to spend our limited funds on a commercial message call-tracking system. Instead, we devised a simple one of our own with existing software. In a call- tracking system, certain kinds of information are preserve about each call. The most important information included callers name and d epartment, phone number and location, hardware/software involved in problem, description of the problem, description of the solution, category/subcategory of problem, time of call, name of referral person, and status of problem. commercial tracking packages are much more sophisticated, but a simple database of call information will yield the data needed to run a successful help desk operation. For the call-tracking system, a list was created of all the computing topics under which could be organized the many kinds of problems and requests that efficiency be encountered by the help desk. By sorting and analyzing these categories of problems, we were better able to see patterns of recurring problems and solve them more readily. The list of categories totaled about sixty, and the analyst had to learn how to assign an appropriate category for each problem called in. After the first year of operation, there were funds available to purchase a commercial call-tracking system which offered more options and easier methods for analyzing and reporting the call information. We are right off testing several other software packages for use on a Novell network. Some of the features we are facial expression for in a call- tracking system are: 1. A multi-user system. All staff members trick precede comments on referred problem calls from their own workstations without having to notify the help desk analyst. The system must be able to track all comments so that they post be read by whoever is handling the problem at the time. 2. netmail capability from in spite of appearance the call-tracking system. The analyst can e-mail a message to another staff member about a referred problem call without exiting the system. 3. Look-up feature. Staff members can do keyword searches on the systems database, especially the compass that contains a description of the problem. The user can easily find other convertible problems and their solutions. 4. An SQL-based system. This allows a ccess to other College databases. For example, we could easily update the names, phone numbers, and locations of College employees in the call-tracking system if it had access to our employee database. Phone management When the help desk was first introduced, callers had to be educate to use the new help desk phone number instead of the departmental office phone for their computer problems. It was important to hold in reminding all ICS staff members to direct problem calls to the help desk so that the analyst could log the call information into our call tracking system. Also, by victorious calls first, the analyst could buffer other ICS staff from needless interruptions for questions she could handle. fifty-fifty with a separate phone line for incoming calls, our phone system was a weak relate in the help desk operation. It was not able to handle spill out calls when the one line was busy, and customers became discouraged when they couldnt get prompt help. The answering machi ne has greatly alleviated the problem. After experiencing several tweak system downtimes, with the inevitable crush of calls to the help desk, the analyst devised an compulsion procedure. One secretary in each College department is notified about the downtime. S/he then notifies members of the department. When the systems are up and running again, the secretaries are again notified. This has helped decrease line congestion at the help desk during emergencies. military rank Evaluating the surgical process of the help desk seems to work high hat using a mixture of clod and informal methods. A more formal way to get feedback is to disperse out a customer survey on the help desks performance twice a year to all users. Informal methods include random calls to customers to ask questions about the help desk, follow-up calls after service, and user conclave meetings. Also, an electronic mail account can be set up for users to send suggestions or complaints about the help desk. not to be unnoted is feedback from the ICS staff itself on ways to improve the help desk, since they often hear comments users wont give directly to the analyst. deduction The help desks central position in our campus computing friendship can be compared to the potbelly ambit in the general store of an sooner era. The potbelly chain of mountains was the central meeting place of the community, where news and information were passed back and forth. The help desk functions in a connatural way. It distributes information and gets feedback by feeling the pulse of the computing community and learning about what is working well and what is not. By doing so, it supports ICS in creating strategies that will help us better serve our customers.If you postulate to get a full essay, order it on our website:

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