Mike Conlon

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• Mike Conlon
• October 16, 2003

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Whats a Help Desk?

• A Place you can get help
• They know you
• They know your problem
• They know how to help you

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Whats a Help Desk?

• A Place you can get help
• They know you
• They know your problem
• They know how to help you
• They are always there
• They are courteous and supportive
• They are convenient

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How can they know?

• Help Desks use tiered support structure
• First Tier take call (email), identify caller,
  identify problem, handle frequently asked
  questions, triage as needed
• Second Tier handle business process questions,
  operational questions
• Third Tier correct system problems

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Resolution by Tier

• First Tier
• Passwords, browsers, workstations. 70 of all
  calls are resolved here
• Second Tier
• Budgets, travel, benefits, pre-award, warehouse,
  authoring, assets, using office software
• Third Tier
• Its broken data is wrong, software doesnt
  work, system is unavailable

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Help Desk Process

• Identify caller and problem, log call
• Pass call directly to responder 1st, 2nd, 3rd
  tier
• Responder helps caller
• Responder documents result
• Call is closed

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Help Desk Systems

• Help Desk Systems provide support for the help
  desk process
• Caller identification through directory
• Call history
• Problem tracking
• Knowledge base
• Triage support

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Why not call direct?

• Who do you call?
• First tier folks not familiar with details of
  other tiers
• Second, third tier folks not equipped for volume
  of first tier
• Contact outside the framework eliminates the
  support provided by the system the responder
  may not have access to the information needed to
  solve your problem

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Current State

• UF has a Help Desk
• 392-HELP
• CSE E214
• helpdesk_at_ufl.edu
• Built for large volume, concentrated on first
  tier
• Other calls are referred

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Help Desk and Bridges

• Portal, Directory, Enterprise Reporting, UAA
• Provided FAQ to Help Desk
• Help Desk handles first tier
• Emails sent to second tier
• Second tier resolution at Bridges
• Third tier resolution at Bridges, CNS
• Resolution reported back to Help Desk
• Event notification to the Help Desk

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Help Desk Project

• Prepare the Help Desk for July 1, 2004
• Improve processes, training, hours
• Identify second tier resources
• Improve Help Desk support environment
• Improve knowledge base
• Project completion January 19, 2004
• http//www.circa.ufl.edu/spochd