Presentation on theme: "A Successful Help Desk Process for all IT Support"— Presentation transcript:
1 A Successful Help Desk Process for all IT Support Vicky Gerik, Director ofDistributive Systems and ServicesMelinda Sanson, Training and SupportSpecialistCopyright Vicky Gerik, ITS Director of Baylor University and Melinda Sanson, Training and Support Specialist, Baylor University.This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
2 Successful first tier elements Skilled and sufficiently staffed Help DeskHelp Desk services available when neededFeature-rich phone systemCentral source for call ticket information – HEAT System
3 Must-Have Features Client Self-service with accurate solutions Fast and reliableStatus trackingCustomer Feedback
4 Must-Have Features Service provider Identify task by service group Customized workflowAutomated notificationQuick access to all pertinent client informationSecure remote accessEasy to reassign, track and escalate
5 Must-Have Features Supervisor, Manager and CIO Automated escalation and alert notificationEasy access to status information and reportsEfficient and enhanced communicationOrganization to the service deliveryIncrease in service delivery without additional staff
9 Groups Using HEAT Hardware Technicians Networking Systems Distributed Systems & ServicesApplications Support StaffInformation Systems & ServicesInternet Services21st Century LibraryHankamer School of BusinessAfter hours support staff
11 Assignment Screen Track who is assigned the issue. Date and Time stamped.Comment area to keep notes on what’s been done to solve the problem.Multiple Assignments can be made
12 Journal Screen Keep notes regarding call. Canned text entries can be set up for fast data entry.First Tier Support can see what other technicians have done and give caller an update on status
13 ConfirmationsBPAM module – create business rules for escalations of ticketsNotify customer that ticket has been receivedNotify customer when ticket is resolvedHave customer fill out Customer Satisfaction SurveyNotify supervisor if ticket hasn’t been closed in X amount of time
25 Hardware Requirements Dell 6450 – Primary Software Application and WebCenterDell 1650 – BPAMDell 1650 – iHeat server and Heat Plus Knowledge and Heat Self Service ApplicationsData resides on a separate shared SQL database server
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