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Fundamentals Of Helpdesk Management Mitchell Walker Director of IT.

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Presentation on theme: "Fundamentals Of Helpdesk Management Mitchell Walker Director of IT."— Presentation transcript:

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 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 Ticket Management

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 Examples of Today we measure one metric, tomorrow another

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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 youll 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.


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