1. Kimi Kurkinen

2.  What is help desk?  Help desk software  The process of problem solving

3.  IT support  Provides help with IT related problems  Hardware  Software  Fixing problems  Prevent problems from occurring

4.  A must-have  Used for:  Ticket system  Database  Communicating  Analyzing data

5.  Ticket  A file that contains information about a single problem  Tracking tickets  Automated messages / notifications

6.  Tickets are saved into database for later use  Stored information is used for:  Analyzing data and tickets  Creating helpful documents  Creating self service portal  Sometimes used to store other information as well

7.  Different needs for help desks  Different functions needed  Only use the parts you need  Example Example

8.  Process is usually described in a flowchartflowchart  Four steps 1. Interacting with the customer 2. Prioritizing the problem 3. Fixing the problem 4. Finishing touch

9.  Customer contacts the help desk  Creating the ticket  Customers can be difficult to deal with

10.  Every ticket needs a priority level  Depends on severity  There are four priority levels  Low  Medium  High  Critical

11.  Tickets are assinged to a worker  Some problems can be fixed instantly  Bigger problems require on-site repairs  It is important to keep the customers informed

12.  Notify the customer  Documenting

13.  Help desks offers centralized IT support for customers  Help desks use higly customizable softwares  Tickets  Problem solving process can be devided into four steps