Controlling the Consult

1
Controlling the Consult

• Soft Skills for the Help Desk

2

• The primary responsibilities of a help desk are
  to provide a single point of contact for all
  support services, deliver assistance to clients,
  and capture and distribute information.

3
Soft Skills

• Active Listening
• Good Verbal Writing Skills
• Good Customer (Client) service
• Good Problem-solving
• Ability to work under pressure
• Ability to be a team player

4
Helpful Help Desk Hints

• NEVER say, Im sorry, we dont handle that here.
  Let me transfer you to the right group
• Instead say
• Let me record the information about your
  situation and Ill refer it to someone who can
  assist you.

5
Helpful Help Desk Hints

• Be confident in your knowledge, but not
  condescending.
• Speak clearly and distinctly. Use the
  appropriate terminology with your client, once
  youve assessed their skill level.

6
Helpful Help Desk Hints

• ALWAYS make the client feel as if they called the
  right place to get their situation resolved.
• You personally cant solve every situation, but
  at least let the client know that theyve come to
  the right place to get assistance.

7
Helpful Help Desk Hints

• Dont be afraid if youre unfamiliar with what
  the client is talking about. There are many
  possible problem scenarios
• As a front-line contact, your role is to
  effectively and seamlessly refer the situation to
  the group who can solve the problem.

8
Helpful Help Desk Hints

• Administrators, Faculty and Graduate Students can
  be highly demanding and have varying computer
  skills.
• Remember to be patient and helpful. You always
  have the backing of a Supervisor or Staff member
  for a difficult client or situation.

9
Typically, the first contact help desk (Level 1)
provider

• Receives client problems, requests and inquiries
  (incidents) reported over the telephone, e-mail,
  the Web, etc. (special account functions over
  FAX).

10
Typically, the first contact help desk (Level 1)
provider

• Logs each incident by gathering pertinent
  information about the client and a description of
  the incident, including the service, error
  messages, etc. This electronic ticket is
  updated continuously until the clients incident
  is resolved.

11
Typically, the first contact help desk (Level 1)
provider

• Interprets the clients information and
  determines the nature of the clients incident.

12
Typically, the first contact help desk (Level 1)
provider

• Delivers a solution, when possible, using
  available tools (such as client service screens)
  and procedures (such as troubleshooting
  checklists).

13
Typically, the first contact help desk (Level 1)
provider

• Records whether the issue is urgent or the client
  has a deadline.

14
Typically, the first contact help desk (Level 1)
provider

• Records checklist items completed, all steps
  taken by both the help desk and the client to try
  to resolve the incident, and pertinent details,
  such as website URLs, error messages,
  registration information, etc.

15
Typically, the first contact help desk (Level 1)
provider

• Seamlessly hands off the incident to the correct
  internal or external group. An external group
  such as Bridges or the Open Systems Group (OSG)
  would be considered Level (tier) 2.

16
Typically, the first contact help desk (Level 1)
provider

• The Help Desk retains ownership of the incidents
  that have been handed off to a external Level 2
  group (e.g. Registrar, OSG, DHNET, Bridges,
  etc.). Any staff involved in an open incident
  should help pursue a resolution.

17
Typically, the first contact help desk (Level 1)
provider

• The Help Desk reports the incidents status to
  the client.

18
Typically, the first contact help desk (Level 1)
provider

• The Help Desk reviews the incidents resolution
  once it is identified, to learn how the incident
  was solved or to determine what caused the
  incident to occur.

19
Typically, the first contact help desk (Level 1)
provider

• Help Desk staff follow up with the client to
  ensure he or she is satisfied with the resolution.

20
Typically, the first contact help desk (Level 1)
provider

• Closes the ticket.

21
So in summary, we

• Receive client problems.
• Record the incident.
• Interpret diagnose the problem.
• Deliver a solution, when possible.
• Record urgency of issue.
• Record checklist items completed.
• Seamlessly transfer incident to next tier.

22
Summary, continued

• Retain ownership of transferred incidents.
• Provide status report to the client.
• Record incidents resolution for future
  reference.
• Follow-up with client regarding resolution.
• Close the incident ticket.

23
Questions?