Types of Requests Basic – “I’ve forgotten my password” Access – network or remote Permissions & defaults – complex to simple Reports creation/modification EMu & Crystal Training How to...? – query; insert; group; view; sort; report etc. “Weird”: error messages “Missing”: data; field; function; EMu! “Incorrect”: data; display; result Changes to: data; display; function; design To list a few…
FAQ the Help Desk? Same to you. User Manuals - discipline specific - module specific - generic How to…? (FAQ) Documents - create groups - create sorts - create views - create excel reports And more… How have we extended and supported the help desk?
A Potted History of MV EMu Help In the Beginning – there was an “EMu Team” of two. (Supported by MV IT Support) Evolution – More “EMu Team”, more users more data. (Supported by MV IT Support) Progressive – EMu Team expands to 5. Many more migrations, users and much more data. (Supported by MV IT EMu Support) Current – EMu Team is 5. Migrations, users and data increase. (Supported by MV IT EMu Support) *Implementing business helpdesk system centrally used in MV.
A Model of Help One way to go. This is from one North American University, it describes to helpdesk operators the internal processes they must follow.
MV’s EMuHelp Model – email based Simpler EmuHelpDesk Team receives request EMuHelpDesk Team member handles request or refers it on MV IT EMu Support or KE Support contacted by EMuHelpDesk EMuUser emails a request EMuHelpDesk responds to user and closes request
MV’s EMuHelp Model – web based EmuHelpDesk Team checks Hardcat requests EMuHelpDesk Team member handles the request or refers it on MV IT EMu Support is referred via Hardcat or Ke Support contacted by EMuHelpDesk EMuUser posts a request via the intranet EMuHelpDesk responds to user & closes the request Still Simple
Help Desk: what we want it to achieve Improve user acceptance Develop user skills Report stats on the system and its use Highlight system improvements Monitor system performance And overall… Make it easier and clearer for everyone
Don’t go there OK, but only if you say “please”.
It’s an education We learn too. 16 emails later… we worked out … The system allows data to be entered without alerting the User, space is no longer available. “The EMu [was] eating….data.”
Conclusion Know you are needed Apply a process that fits your communication structure Keep the process simple, clear and closed Consider a business system Suit yourself Develop a launch plan and run with it Build on Help Support for the helpdesk Provide self help tools for your users Maintain a sense of humour