1. Fundamentals Of
Helpdesk Management
Mitchell Walker
Director of IT

2. WHAT IS A HELPDESK?
Loosely defined, a helpdesk is an informational resource that assists people with technical questions and issues.
Helpdesks support people by offering help, either physical or virtual, with their computers or similar technology.
Helpdesk should provide support to their users via telephone support, Web site information, and desk side service.

3. Overview Management role is key to success
Ticket management, ticket management...
Purposeful Metrics
The Not So Evil Metrics
Furthering the IT agenda

4. Management Is Key Understanding your leadership style is key
Has to be 'all in'
Can't be forced upon them if no ticket
management existed before
Whole team needs to be involved
Ensure understanding of the goals

5. Ticket Management Ticket management, ticket management...
Ticket management helps other team mates(Tell a story).
Garbage in = Garbage out
Understanding the 80/20 rule
80% of the problems come from 20% of the personnel

6. Purposeful Metrics Increase your understanding of what your team does
Repeated problems(80/20 rule)
Understanding how well your team does it
Today we measure one metric, tomorrow another
Discovering what you should not be doing(Other peoples tasks)
Furthering the IT agenda
Increase customer focus(80/20)
Increase IT tangibility
HD system should have customizable metrics
Allow for easy and custom ticket management
Can't fix it if you don't know where it's broken.

7. The Not So Evil Metrics Bad use of metrics Firing personnel
Good uses of metrics
Redefining tasks
How affects the department
Furthers IT agenda
Today we measure one metric, tomorrow another

8. ”Today we measure one metric, tomorrow another”
Examples of
”Today we measure one metric, tomorrow another”

10. Furthering the IT Agenda
What is the IT agenda?
More funding/personnel
Less responsibilities
Avoid the blame game
We're not just playing on Facebook
Prove credibility to the boss
Understanding the 80 – 20 rule is dynamic
Justification for purchases

11. Summary
An effective IT Helpdesk can help to spot common issues across your user base.
The Helpdesk are your eyes and ears into your end users.
Listen closely to incoming IT help desk calls and you’ll always know where to go next.
Your help desk ideally should be accessible as often as possible.
Helpdesk applications help manage processes and information to make the task of providing employees with assistance faster and easier.
This is accomplished in a variety of ways, including the consolidation of customer information, troubleshooting of common problems by enabling cross referencing of past customer complaints or concerns, and the elimination of information that simply clutters databases and causes overall server activity to become slower than what is required or desirable.
A Helpdesk is very important to your school. How the Helpdesk is operated is even more important.