Instructor: Richard Fredrickson

Desktop Support Specialist Diploma program Course: DESK 201

A Guide to Help Desk Concepts Provides Desktop and Application Support

Introduction to Help Desk Concepts: Chapter 1 In this Chapter: The evolution of technical support The role of the help desk within a technical support department The components of a successful help desk Why customer service is the bottom line for help desk

History Factors that contributed to the increase demand for support: New computer users The seemingly constant installation of new systems Upgrades to existing systems Problems with legacy systems System once used only in offices are now being used at home

Evolution of Technical Support TCO: Total Cost of Ownership The difference between: Development Support

Evolution of Technical Support Little Support Companies Recognize need Users Viewed as Customers Technical Support Viewed as Critical Need is Great A necessary evil Different numbers of hardware, mainframe systems, PC software Large companies set up information centers IBM coined the term help desk Explosion of PC tools Companies focused on customer support Companies set up formal help desks Rapid commercialization of the internet Increasingly affordable and portable computing technology Computers used in business, homes, schools, and libraries New users New systems upgrades

Web Support Channels

Role of the Help Desk in Technical Support Conducting and scheduling training sessions Coordinating hardware and software installations Distributing software electronically Creating reports for customer and managers Maintaining system and network status and availability information Managing programs designed to attract and keep customers

Role of the Help Desk in Technical Support cont. Marketing help desk services as well as the services offered by other departments, such as training Monitoring the efficiency and effectiveness of delivered services Participating in the development of hardware and software standards Performing customer satisfaction surveys Processing service requests, such as orders for new products or services Resolving complex problems

The Help Desk Role Two perspectives Reactive Proactive The Goal: Best-in-class World class

Characteristics of world class Problems are Resolved “World Class Dispatched Practices are:ReactiveProactive

Evolution of the Help Desk Role DecadeRole of the Help Desk 1970s  IBM coined the term help desk  Help desks simply screened calls 1980s  Help desks dispatched even simple questions  Help desks began to answer simple questions and resolve problems  Companies redesigned help desk processes  Help desks began to use sophisticated telephone systems and problem- management and resolution technologies  Help desk role became more proactive than reactive  Some companies outsourced their help desk services 1990s  Companies realized help desks could positively impact the bottom line  Help desks began measuring performance and customer satisfaction  Help desks ranked their performance with other help desks  Becoming “world class” became a goal  Help desks began to exploit the capabilities of the World Wide Web  Help desks began empowering users to help themselves 2000s  Help desks are evolving into support centers  Help desks are using technology to perform tasks such as:  Network monitoring  Remote diagnostics  System and network administration

Components of a Successful Help Desk People Processes Technology Information

Customer Service— The bottom line Avoid the four traps: Promising more than it can deliver Delivering more than it promises, which raises the bar on customer expectations Promising one thing and delivering something else Not promising anything specific, leaving the customer to set expectations

Chapter Summary Key terms: pages 24 – 25 Review Questions: pages 25 – 27 Hands on Projects: pages 27 – 30 Case Projects: pages 30 – 31