CIS 460 Semester Project

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Producing Local LanguageTelevision Programs
World Wide   Rick Rodriguez Executive Director of
Finance and Accounting Sony Pictures, Los
Angeles NAU Accounting Graduate (84)   Monday,
March 29 1230 130 PM Bellwood Auditorium,
College of Business Administration
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User Support Services

• Holtsnider Jaffe, Chapter 4

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Overview

• Help desk
• Help desk responsibilities
• Essential help desk items
• Help desk issues
• Staffing
• Service Level Agreements
• Training
• Call tracking
• Help Desk Institute

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Help Desk

• Help desk is essentially a complaint desk
• People only call when there is a problem
• A group to provide assistance with computers and
  information technology to users

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Essential Help Desk Items

• Centralized way for users to get assistance
• Sufficient staffing to answer and deal with
  requests for assistance

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Critical Drivers

• People
• Customers
• Vendors
• Senior management
• Company goals
• Management style
• IT department
• Help desk processes
• Tools available and used

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Help Desk Responsibilities

• Ordering new equipment
• Password resets
• Requesting new IDs
• Computer supplies
• Installation and move requests
• Scheduling training
• Routing and coordinating requests
• Providing application support
• Reporting and resolving hardware problems
• Helping remote users with connectivity

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Help Desk Issues

• Define, document, and build help desk procedures
• Promote you help desk operations and services to
  customers
• Service level agreements
• User surveys
• Monitoring and managing staff
• Establish a realistic budget and stick to it

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Service Level Agreements

• Targets for delivering service
• Types of service levels
• System uptime
• Hours of help desk operation
• Rings before phone answered
• Time until voice- or e-mail message answered
• Time until call resolution
• Turnaround times for creating ID, resetting
  password, repairs, obtaining new hardware,
  installing applications, installing or moving
  equipment

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Help Desk Analysis

• Interpersonal skills
• Sensitive to callers needs
• Remain calm, mature, polite, and professional
• Demonstrate confidence
• Communicate well with all levels of personnel
• Problem solving skills
• Adept at diagnosing problems based on phone
  conversation
• Able to walk users through resolution procedures
• Know when to get help from specialist and which
  specialist is needed

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Staffing

• Find and keep the right people
• Define skill sets
• Rotate staff
• Outsource
• Train, organize, and motivate your staff to
  prevent burnout and retain innovation
• Create organizational efficiencies with
  appropriate physical space and ergonomics

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Help Desk Tools

• Automatic Call Distribution (ACD) systems route
  calls to technicians based on menu prompts and
  can provide reports about call activity
• Knowledge base facts and rules needed to solve
  a problem
• Remote control software allows analyst to see
  what the user sees
• Call tracking software manages large volumes of
  calls

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Call Tracking

• Ease of customizing
• Client, server, and database platforms support
• Auto-escalation
• Integration with your e-mail environment
• Ad hoc queries and reports
• Integration with PDAs
• Accessible through Web browser
• Integration with other vendors asset management
  tools
• Integration with other vendors knowledge bases
• Ability to build internal knowledge base of calls
• Support international use
• Out of box usability
• Implementation effort, training, and need for
  consultants

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Training

• In-house classes
• Third-party training providers
• Computer-based training (CBT)
• Web-based training

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Latest Technologies

• Workforce automation
• Customer relationship management
• System management packages

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Help Desk Institute

• Founded in 1989
• Mission
• Lead and promote the customer service and
  technical support industry by empowering its
  members through access to timely and valuable
  industry information, including reports and
  publications
• Encourage member collaboration through events and
  online forums
• Establish internationally recognized,
  standards-based industry certification and
  training programs
• URL http//www.thinkhdi.com/

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Questions?