Provide First Level Remote Help Desk Support

What is Help Desk

An organization that provides a single point of contact for users in need of technical support
• Goal: To enhance client satisfaction byeffectively and efficiently resolving problems and questions • Alternate titles: hotline,
information center, labassistance, tech support, client services

Multi-level Support Model

• Multi-level Support Model is a help desk structure

• Organizes support staff and services into several levels (or tiers)

• Each level is staffed by a worker with different skills

• Also called the frontline/backline model

• Goal: to handle as many incidents as possible at the

lowest level in the support hierarchy

• Save scarce resources for incidents where more expertise is necessary

Multi-level Support Model

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The incident managerThe Incident Management Process

• Incident Management is a well-defined, formal procedure that help desk staff use to:
• Handle problem incidents • Get information to users • Solve user problems • Maintain records about the incident•
Call Management is primarily concerned with handling telephone contacts
The Incident Management Process (Graphic View)

Steps in the Incident Management Process

1. Receive the incident 7. Assign the incident

2. Prescreen the incident 8. Track the incident

3. Authenticate the user 9. Escalate the incident

4. Log the incident 10. Resolve the incident

5. Screen the incident 11. Close the incident

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1. Receive the Incident

• Sources of incidents: -In person---E-mail message Phone call ---Web-based contact

• Goals: >> Establish a relationship with end user >> Get basic information from user > Who is the user?

• > What is the purpose of the contact? >> May use a specific greeting script >> Warn that the call may be monitored >> Apologize for any
delay or wait time
•

• 2. Prescreen the Incident

• Prescreening is a filtering process to determine how the help desk staff will handle the incident Goal: Incident screener may
be able to handle a simple request for information >> Product information >> How to order >> Where to purchase

• 3. Authenticate the Incident

• Authentication determines whether help desk staff are authorized to handle an incident

• Usually involves 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 4. Log the Incident

>> Incident logging begins to document the incident and its related problem

>> Basic information about the incident is recorded > Trouble report form >Incident tracking database

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 • Goal: >>Start a record of the incident 5. Screen the Incident

• Incident screening categorizes and describes the incident

• Common Incident Categories: > Request for information (that could not be handled during prescreening)

• Question > Problem > Complaint >Work order

• Goals: >Define the category of an incident >Capture a brief description of the incident

6. Prioritize the Incident

• Priority code is assigned based on >How serious the problem is for users > How many users are affected >Consequence of
not handling problem immediately Goals: > A 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 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 may be used to determine response time of support staff

• Priority codes may change as an incident is handled Priority Codes and Queue Management

• A queue is a waiting line into which incoming incidents are placed when they cannot be answered immediately

• Queues may be defined for >Priority codes >Different products >Types of customers > Levels of support

• 7. Assign the Incident When a level 1 Incident Screener cannot respond to an incident directly, they assign agent
who it to another. >has specific product knowledge >has specialized expertise

Goal: >Move an incident to a queue where it will get appropriate attention

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 8. Track the Incident Incident tracking updates 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 the incident was handled

• Provides data: >Measure the quality of incident handling >Evaluate support agent performance >Identify support staff training
needs. 9. Escalate the Incident Escalation is a 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 limited period of time

10. Resolve the Incident Resolution means that a 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 11. Close the Incident Incident closing may include: >Review the steps to solve the
problem >Seek mutual agreement (verification) that a solution has been reached >Thank the user for contacting
the help desk >Invite the user to recon tact if not satisfied >Make final entries in incident log or database

• Goal: >Provide technical and interpersonal closure to the incident 12. Archive the incident Archive means
to 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. The 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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 • Physical Layout of Help Desk Work Areas >Desk in a cubicle >Access to one or more computer systems
>Access to reference library >Telephone headset permits freedom of motion
Issues >Job stress >Diversions for staff > Ergonomic work place

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 8. Track the Incident
• Incident tracking updates 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 the incident was handled
• Provides data:
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 Measure the quality of incident handling
Evaluate support agent performance
Identify support staff training needs
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 4. Log the Incident

• Incident logging begins to document the incident

and its related problem
• Basic information about the incident is recorded
• Trouble report form
• Incident tracking database
• Goal:
• Start a record of the incident
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 5. Screen the Incident
• Incident screening categorizes and describes the
incident
• Common Incident Categories:
– Request for information (that could not be handled during prescreening)
– 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 is assigned based on

• How serious the problem is for users
• How many users are affected
• Consequence of not handling problem immediately
• Goals:
• A 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 may be used to determine response time
of support staff
• Priority codes may change as an incident is handled
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 Priority Codes
and Queue Management
• A queue is a waiting line into which incoming
incidents are placed when they cannot be
answered immediately
• Queues may be defined for
• Priority codes
• Different products
• Types of customers
• Levels of support
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 7. Assign the Incident

• When a level 1 Incident Screener cannot respond

to an incident directly, they assign it to another
agent who
• has specific product knowledge
• has specialized expertise
• Goal:
• Move an incident to a queue where it will get
appropriate attention
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 9. Escalate the Incident

• Escalation is a 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 limited period of time
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 10. Resolve the Incident
• Resolution means that a 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 the steps to solve the problem
• Seek mutual agreement (verification) that a solution has been
reached
• Thank the user for contacting the help desk
• Invite the user to recontact if not satisfied
• Make final entries in incident log or database
• Goal:
• Provide technical and interpersonal closure to the
incident
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 12. Archive the incident
• Archive means to 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
• The 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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 Physical Layout of
Help Desk Work Areas
• Desk in a cubicle
• Access to one or more computer systems
• Access to reference library
• Telephone headset permits freedom of motion
• Issues
• Job stress
• Diversions for staff
• Ergonomic work place
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 Help Desk Technology and Tools

• Impact of automation on help desk industry

• Help desk software packages
• Computer telephony systems
• Web-based support

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 Help Desk Software Features
• Log and track incidents
• Manage incident queues
• Interface with telephone system
• Set incident priorities
• Assign incidents to support staff
• Escalate incidents
• Contact information
• Store, edit, and recall contact and location
information in a contact database
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 Guide to Computer User Support, 3e 24
continued

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 Help Desk Software Features
(continued)
• Product information
• Product features
• Product limitations
• New versions
• Configuration constraints
• Known bugs
• Product availability
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 Help Desk Software Features
(continued)
• Configuration information for client systems
• Hardware configuration
• Software licenses
• Network protocols
• Diagnostic utilities
• Diagnostic software is used to analyze performance
of a remote system and look for potential problem
areas
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 Help Desk Software Features
(continued)
• Problem Solutions 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)
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 • Case-based reasoning (pattern-matching strategies)
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 Help Desk Software Features
(continued)
• Product order entry
• Order entry capability
• Can integrate with other business systems, such as
shipping and invoicing
• Client feedback
• Client feedback measures the level of satisfaction
with
 Products and services
 Help desk support
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 Help Desk Software Features
(continued)
• Asset management
• Equipment inventory
• System installation information
• Service management
• Warranty information
• Reminders of next preventive maintenance
• Service history
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 Help Desk Software Features
(continued)
• Telephone system interface
• Manages large number of incoming and outgoing calls
• Links to Communication and Information Resource
• E-mail
• Internet
• Online help
• Product documentation
• Problem archives
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 Help Desk Software Features
(continued)
• Statistical 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
• Customizable interface and reports
• Augment built-in reports to address specific needs
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 Popular Help Desk
Software Packages
• Large-scale Operations • Small or Mid-scale
• Remedy Help Desk • HelpTrac
• Peregrine ServiceCenter • Track-It!
• Magic Solutions Service • Manage-IT!
Desk • Soffront Customer
• Clientele for Help Desks Helpdesk
• BridgeTrak

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 HelpTrac Contact Information
for user Kevin Barnes

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 HelpTrac Problem Ticket
from Kevin Barnes

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 HelpTrac Solution Tree
Database Record

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 HelpTrac
Sample Management Report

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 Computer Telephony Systems
• Computer telephony is the integration of
computer and telephone technology into a
seamless help desk tool
• Automated Call Distributor (ACD) is a
computer telephony system that automates the
first steps in incident management
• answer calls
• greet callers
• provide menus
• route the call to support agents
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 Computer Telephony Systems
(continued)
• 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
• Problems
• Reputation for poor customer service
• Poor design of menus
• Lengthy hold times
• Repetitious requests for information
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 • Dropped calls

Interactive Voice Response

• Interactive Voice Response (IVR) systems let

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
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 • ask and answer questions
• without a human agent

Web-based Support

• Product information • Software downloads

• Order entry • Troubleshooting wizards
• Rebate status
• Automated responses to
information requests
• Online documents
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• Knowledge bases
• Search engine
• Chat rooms
• E-mail links to staff
• Submit problem reports
• Contact information
• Customer satisfaction
surveys
• Links to related sites

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 Web Support Advantages

• Lower cost to provide support than

other methods
• Makes users more self-reliant
• Reduces errors due to misinformation and
miscommunication
• Eliminates user time spent waiting on phone for
help desk agent

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 E-mail Support Advantages

• E-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 then pasted into
messages
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 Impact of Web and E-mail Use
on Support Staff
• More efficient use of support staff resources
• Writing skills become more important for support staff
than telephone skills
• Quick recall is less important than ability to locate
information
• Ability to listen is less important than ability to read and
understand
• Customer service skills remain important

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 Impact of Intranets
on Support Staff
• An Intranet is 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 better security for communication than the Internet
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 Trends in Help Desk Operations
• Outsourcing
–will reduce need for telephone support agents who serve
external clients in US
–will have less impact on support agents who serve internal
clients
• Greater reliance on electronic mail and the Internet to
provide support
• Increases in support staff productivity with remote
diagnosis
–Remote diagnosis is the use of a help desk computer to
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 connect to a remote user’s computer

Trends in Help Desk Operations

(continued)
• Increased use of voice recognition and artificial
intelligence in support products
• Help desk operations will become more proactive
(anticipate user problems) and less reactive
• Help desks will play significant role in client
relationship management (CRM)
–Client relationship management (CRM) is a business
process that aims to meet the needs of clients by providing
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 excellent client service

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 Trends in Help Desk Operations
(continued)
• Certification of help desk professionals and their
knowledge and skills will become more common and
an expectation in the job market
• Future help desk managers will need better
information for decision making

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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
1. Receive the incident 7. Assign the incident
2. Prescreen the incident 8. Track the incident
3. Authenticate the user 9. Escalate the incident
4. Log the incident 10. Resolve the incident
5. Screen the incident 11. Close the incident
6. Prioritize the incident 12. Archive the incident

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 Chapter Summary
(continued)
• Several hardware and software
tools are used to manage
incidents
• Help Desk Software packages
• Computer telephony systems
• Automated Call Distributor (ACD)
• Interactive Voice Response( IVR)
• Web-based support
• Future help desk trends will
continue to impact
the
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 sup
port
ind
ustr
y

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