Help Desk

1
Help Desk Management Services
2
Help Desk Operations Presentation

• Help Desk Operations
• Help Desk Technical Support Areas
• Help Desk Administrative Support
• Performance Metrics
• Help Desk Transition Planning
• Help Desk Transition Staffing Plan

3
Help Desk Operations

• Receives Request by Phone or e-mail
• Initiate a tracking ticket in Remedy or other
  tracking software
• Resolve simple issues over the telephone
• Escalate to Tier II Desktop response if necessary
• Escalate to IT Warehouse if parts/systems swap
  required
• Escalate to Tier III if necessary
• Contact user to ensure satisfaction
• Close ticket

4
Help Desk Technical Support Areas

• Account Management
• Establish user account and password with
  government authorization for new staff
• Verify and establish correct access levels for
  network and software
• Remove user account immediately after government
  direction
• Patch and Service Pack Management (After Hours)
• Push patch updates to desktop O/S as authorized
  utilizing LANDesk
• Install and upgrade service packs as authorized
• Policy and procedure review and improvement

5

Help Desk Technical Support Areas

• Desktop Technology Refreshes
• Migrate desktop O/S and upgrade hardware/software
  as required
• Reconfigure desktop if necessary to resolve any
  incompatibility
• Verify with user desktop system is fully
  operational
• Assign IP Addresses with Proper Authorization
• Request DNS from Systems Administration/Infrastruc
  ture Group

6
Help Desk Administrative Support

• Weekly/Monthly Review of Help Desk Metrics
  Relative to SLAs or PBWS
• Optimize Staff Schedules
• Seek Users Satisfaction Regarding Improvement to
  Help Desk
• Develop Plans for Coverage and Increased Trouble
  Calls Expected During Migration/Technology
  Refresh
• Develop Proactive Help Desk Approach Which Could
  Include
• Establish intranet web site with Help Desk FAQ
• Push out information to users regarding planned
  migrations/ outages, etc.

7

Performance Metrics
Performance Based Contract Requires Metric Driven
Performance

• Establish Performance Goals and Monitor Industry
  Standard Performance Metrics
• First call resolution
• Average wait time for assistance / call
  abandonment rate
• Average wait time between calls for Tier I staff
• Number and nature of trouble calls by group or
  Division
• Top 10 trouble calls
• Optimized metrics may require ACD, or other tools

8
Performance Metrics

• Use of Metrics Allows
• Resource allocation appropriate number of Tier
  I/Tier II staff
• Focus on Top 10 trouble calls
• Policy and procedure improvement
• Performance-based rational for new Help Desk
  software or hardware

9

Help Desk Transition Planning
Goal Ensure continuous operation and minimal
disruption to Help Desk operation and existing
contractor and government staff

• Kickoff Meeting Government CO
• Affirm contractual requirements
• Understand lines of contractual communication
• Kickoff Meeting Government Program and
  Technical Staff
• Present Draft Transition Plan
• Obtain a list of incumbent contractor and
  government staff
• Understand lines of technical communication

10
Help Desk Transition Planning

• Meet Each Government Lead
• Identify goals and challenges.
• Perform Help Desk Metrics Review
• Assess Current Help Desk Tracking Tools
• Develop the Operating Plan

11
Help Desk Transition Staffing Plan

• Seek Government Feedback Regarding Performance of
  Existing Contractor Staff
• Interview Current Contractor Staff to Determine
• Career goals and desire to remain supporting Help
  Desk operations
• Specific critical skills
• Current salary and benefits
• Based on the Results of Feedback and Interviews,
  Make Offers to Existing Contractor Staff
• Acquire Replacement Staff for Existing Contractor
  Staff Not Selected or Who Choose to End Their
  Support of the Program
• Control Rumors that Create Uncertainty and Lead
  to Loss of Existing Staff. Provide Honest Clear
  Communications to all Concerned