Presentation on theme: "Fundamentals Of Helpdesk Management Mitchell Walker Director of IT."— Presentation transcript:
1 Fundamentals OfHelpdesk ManagementMitchell WalkerDirector 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 MetricsThe Not So Evil MetricsFurthering 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 ticketmanagement existed beforeWhole team needs to be involvedEnsure understanding of the goals
5 Ticket Management Ticket management, ticket management... Ticket management helps other team mates(Tell a story).Garbage in = Garbage outUnderstanding the 80/20 rule80% 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 itToday we measure one metric, tomorrow anotherDiscovering what you should not be doing(Other peoples tasks)Furthering the IT agendaIncrease customer focus(80/20)Increase IT tangibilityHD system should have customizable metricsAllow for easy and custom ticket managementCan'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 metricsRedefining tasksHow affects the departmentFurthers IT agendaToday 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/personnelLess responsibilitiesAvoid the blame gameWe're not just playing on FacebookProve credibility to the bossUnderstanding the 80 – 20 rule is dynamicJustification for purchases
11 SummaryAn 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.