Chapter 6 Help Desk Operation

Learning Objectives About help desks and a typical help desk organization The incident management process The physical layout of help desk work areas How hardware and software tools are used to manage incidents Help desk trends Guide to Computer User Support, 3e 2

What Is a Help Desk? An organization that provides a single point of contact for users in need of technical support Goal: To enhance client satisfaction by effectively and efficiently resolving problems and questions Alternate titles: hotline, information center, lab assistance, tech support, client services Guide to Computer User Support, 3e 3

Multi-level Support Model Multi-level Support Model is a help desk structure Organizes support staff and services into several levels (or tiers) Each level is staffed by a worker with different skills Also called the frontline/backline model Goal: to handle as many incidents as possible at the lowest level in the support hierarchy Save scarce resources for incidents where more expertise is necessary Guide to Computer User Support, 3e 4

Multi-level Support Model Guide to Computer User Support, 3e 5

The Incident Management Process Incident Management is a well-defined, formal procedure that help desk staff use to: Handle problem incidents Get information to users Solve user problems Maintain records about the incident Call Management is primarily concerned with handling telephone contacts Guide to Computer User Support, 3e 6

The Incident Management Process (graphic view) 4. Log 5. Screen 6. Prioritize 7. Assign 8. Track 9. Escalate 10. Resolve 11. Close 12. Archive 1. Receive 2. Prescreen 3. Authenticate Guide to Computer User Support, 3e 7

Steps in the Incident Management Process 1. Receive the incident 2. Prescreen the incident 3. Authenticate the user 4. Log the incident 5. Screen the incident 6. Prioritize the incident 7. Assign the incident 8. Track the incident 9. Escalate the incident 10. Resolve the incident 11. Close the incident 12. Archive the incident Guide to Computer User Support, 3e 8

1. Receive the Incident Sources of incidents: Goals: Establish a relationship with end user Get basic information from user Who is the user? What is the purpose of the contact? May use a specific greeting script Warn that the call may be monitored Apologize for any delay or wait time In person Phone call E-mail message Web-based contact Guide to Computer User Support, 3e 9

2. Prescreen the Incident Prescreening is a filtering process to determine how the help desk staff will handle the incident Goal: Incident screener may be able to handle a simple request for information Product information How to order Where to purchase Guide to Computer User Support, 3e 10

3. Authenticate the Incident Authentication determines whether help desk staff are authorized to handle an incident Usually involves checking a product registration database a product model or serial number a warranty database a support service database of authorized clients Goals Determine the status of each client Establish a billing procedure (where appropriate) Filter out unauthorized clients Guide to Computer User Support, 3e 11

4. Log the Incident Incident logging begins to document the incident and its related problem Basic information about the incident is recorded Trouble report form Incident tracking database Goal: Start a record of the incident Guide to Computer User Support, 3e 12

5. Screen the Incident Incident screening categorizes and describes the incident Common Incident Categories: Request for information (that could not be handled during prescreening) Question Problem Complaint Work order Goals: Define the category of an incident Capture a brief description of the incident Guide to Computer User Support, 3e 13

6. Prioritize the Incident Priority code is assigned based on How serious the problem is for users How many users are affected Consequence of not handling problem immediately Goals: A priority code often determines the kind of attention an incident will receive from staff Alternative to priority codes handle incidents on first-in, first-out (FIFO) basis Guide to Computer User Support, 3e 14

Priority Codes and Incident Handling Example priority codes 1 – Urgent 2 – High priority 3 – Medium priority 4 – Low priority High priority incidents are usually serious problems that affect the productivity of a large number of users Priority codes may be used to determine response time of support staff Priority codes may change as an incident is handled Guide to Computer User Support, 3e 15

Priority Codes and Queue Management A queue is a waiting line into which incoming incidents are placed when they cannot be answered immediately Queues may be defined for Priority codes Different products Types of customers Levels of support Guide to Computer User Support, 3e 16

7. Assign the Incident When a level 1 Incident Screener cannot respond to an incident directly, they assign it to another agent who has specific product knowledge has specialized expertise Goal: Move an incident to a queue where it will get appropriate attention Guide to Computer User Support, 3e 17

8. Track the Incident Incident tracking updates information as an incident is processed as new information is added to the incident log Goals: Provides a record: When important events occur A history of how the incident was handled Provides data: Measure the quality of incident handling Evaluate support agent performance Identify support staff training needs Guide to Computer User Support, 3e 18

9. Escalate the Incident Escalation is a normal process in which an incident is transferred to a higher level support agent who has greater ability or expertise resources to handle more difficult problems Goal: Resolve a difficult problem effectively and efficiently Escalation may be automatic if an incident is not resolved within a limited period of time Guide to Computer User Support, 3e 19

10. Resolve the Incident Resolution means that a user’s problem has been solved or information has been provided A complaint may be referred to product designers as a suggestion for the next product revision cycle Caveats: Not all calls can be completely resolved by the Incident Management Process Resolution doesn’t necessarily mean the client is completely satisfied Goal: Minimize the percent of incidents that cannot be resolved satisfactorily Guide to Computer User Support, 3e 20

11. Close the Incident Incident closing may include: Goal: Review the steps to solve the problem Seek mutual agreement (verification) that a solution has been reached Thank the user for contacting the help desk Invite the user to recontact if not satisfied Make final entries in incident log or database Goal: Provide technical and interpersonal closure to the incident Guide to Computer User Support, 3e 21

12. Archive the incident Archive means to copy resolved incidents to a database of completed incidents Incidents are retained in an active database as long as they remain relevant Goal: Reduce the size of the active database by removing less relevant information The archives can be searched if needed in future problem-solving situations can serve as a source of data for statistical analysis Guide to Computer User Support, 3e 22

Physical Layout of Help Desk Work Areas Desk in a cubicle Access to one or more computer systems Access to reference library Telephone headset permits freedom of motion Issues Job stress Diversions for staff Ergonomic work place Guide to Computer User Support, 3e 23

Help Desk Technology and Tools Impact of automation on help desk industry Help desk software packages Computer telephony systems Web-based support Guide to Computer User Support, 3e 24

Help Desk Software Features Log and track incidents Manage incident queues Interface with telephone system Set incident priorities Assign incidents to support staff Escalate incidents Contact information Store, edit, and recall contact and location information in a contact database Guide to Computer User Support, 3e 25 continued

Help Desk Software Features (continued) Product information Product features Product limitations New versions Configuration constraints Known bugs Product availability Guide to Computer User Support, 3e 26

Help Desk Software Features (continued) Configuration information for client systems Hardware configuration Software licenses Network protocols Diagnostic utilities Diagnostic software is used to analyze performance of a remote system and look for potential problem areas Guide to Computer User Support, 3e 27

Help Desk Software Features (continued) Problem Solutions knowledge base Contains information about common problems and their solutions Sometimes called a “smart” database May use search strategies based on artificial intelligence Expert systems (sequences of IF-THEN rules) Neural networks (automated learning systems) Case-based reasoning (pattern-matching strategies) Guide to Computer User Support, 3e 28

Help Desk Software Features (continued) Product order entry Order entry capability Can integrate with other business systems, such as shipping and invoicing Client feedback Client feedback measures the level of satisfaction with Products and services Help desk support Guide to Computer User Support, 3e 29

Help Desk Software Features (continued) Asset management Equipment inventory System installation information Service management Warranty information Reminders of next preventive maintenance Service history Guide to Computer User Support, 3e 30

Help Desk Software Features (continued) Telephone system interface Manages large number of incoming and outgoing calls Links to Communication and Information Resource E-mail Internet Online help Product documentation Problem archives Guide to Computer User Support, 3e 31

Help Desk Software Features (continued) Statistical reports Predefined reports Abandonment rate (callers who hang up) Number of unresolved incidents Average length of time on hold Average time to resolve problems Productivity of agents Inventory control reports Frequently asked questions Customizable interface and reports Augment built-in reports to address specific needs Guide to Computer User Support, 3e 32

Popular Help Desk Software Packages Large-scale Operations Remedy Help Desk Peregrine ServiceCenter Magic Solutions Service Desk Clientele for Help Desks Small or Mid-scale HelpTrac Track-It! Manage-IT! Soffront Customer Helpdesk BridgeTrak Guide to Computer User Support, 3e 33

HelpTrac Contact Information for user Kevin Barnes Guide to Computer User Support, 3e 34

HelpTrac Problem Ticket from Kevin Barnes Guide to Computer User Support, 3e 35

HelpTrac Solution Tree Database Record Guide to Computer User Support, 3e 36

HelpTrac Sample Management Report Guide to Computer User Support, 3e 37

Computer Telephony Systems Computer telephony is the integration of computer and telephone technology into a seamless help desk tool Automated Call Distributor (ACD) is a computer telephony system that automates the first steps in incident management answer calls greet callers provide menus route the call to support agents Guide to Computer User Support, 3e 38

Computer Telephony Systems (continued) Goals Reduce amount of time and cost to respond to calls and route them to support agents Collect information about performance of help desk operation Monitor calls Problems Reputation for poor customer service Poor design of menus Lengthy hold times Repetitious requests for information Dropped calls Guide to Computer User Support, 3e 39

Interactive Voice Response Interactive Voice Response (IVR) systems let users interact with a database of information User presses keys on telephone handset User speaks simple words into telephone IVRs can be programmed with decision-tree logic to ask and answer questions without a human agent Guide to Computer User Support, 3e 40

Web-based Support Product information Order entry Rebate status Automated responses to information requests Online documents Software downloads Troubleshooting wizards Knowledge bases Search engine Chat rooms E-mail links to staff Submit problem reports Contact information Customer satisfaction surveys Links to related sites Guide to Computer User Support, 3e 41

Web Support Advantages Lower cost to provide support than other methods Makes users more self-reliant Reduces errors due to misinformation and miscommunication Eliminates user time spent waiting on phone for help desk agent Guide to Computer User Support, 3e 42

E-mail Support Advantages E-mail is asynchronous user and support staff do not have to be available online at exactly the same time E-mail responses make more flexible use of support agent’s time E-mail responses to frequent questions can be composed in advance and then pasted into messages Guide to Computer User Support, 3e 43

Impact of Web and E-mail Use on Support Staff More efficient use of support staff resources Writing skills become more important for support staff than telephone skills Quick recall is less important than ability to locate information Ability to listen is less important than ability to read and understand Customer service skills remain important Guide to Computer User Support, 3e 44

Impact of Intranets on Support Staff An Intranet is a network modeled after the Internet with information organized into Web pages Facilitates communication between an organization’s employees and support staff Uses familiar technology Web browser Search engine Provides better security for communication than the Internet Guide to Computer User Support, 3e 45

Trends in Help Desk Operations Outsourcing will reduce need for telephone support agents who serve external clients in US will have less impact on support agents who serve internal clients Greater reliance on electronic mail and the Internet to provide support Increases in support staff productivity with remote diagnosis Remote diagnosis is the use of a help desk computer to connect to a remote user’s computer Guide to Computer User Support, 3e 46

Trends in Help Desk Operations (continued) Increased use of voice recognition and artificial intelligence in support products Help desk operations will become more proactive (anticipate user problems) and less reactive Help desks will play significant role in client relationship management (CRM) Client relationship management (CRM) is a business process that aims to meet the needs of clients by providing excellent client service Guide to Computer User Support, 3e 47

Trends in Help Desk Operations (continued) Certification of help desk professionals and their knowledge and skills will become more common and an expectation in the job market Future help desk managers will need better information for decision making Guide to Computer User Support, 3e 48

Chapter Summary The goal of help desk operations is to provide clients with a single point of contact for Information requests Problem resolution The steps in the incident management process are designed to effectively and efficiently manage the process of handling an incident Receive the incident Prescreen the incident Authenticate the user Log the incident Screen the incident Prioritize the incident Assign the incident Track the incident Escalate the incident Resolve the incident Close the incident Archive the incident Guide to Computer User Support, 3e 49

Chapter Summary (continued) Several hardware and software tools are used to manage incidents Help Desk Software packages Computer telephony systems Automated Call Distributor (ACD) Interactive Voice Response( IVR) Web-based support Future help desk trends will continue to impact the support industry Guide to Computer User Support, 3e 50