1. A Successful Help Desk Process for all IT Support
Vicky Gerik, Director of
Distributive Systems and Services
Melinda Sanson, Training and Support
Specialist
Copyright 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 Desk
Help Desk services available when needed
Feature-rich phone system
Central source for call ticket information – HEAT System

3. Must-Have Features Client Self-service with accurate solutions
Fast and reliable
Status tracking
Customer Feedback

4. Must-Have Features Service provider Identify task by service group
Customized workflow
Automated notification
Quick access to all pertinent client information
Secure remote access
Easy to reassign, track and escalate

5. Must-Have Features Supervisor, Manager and CIO
Automated escalation and alert notification
Easy access to status information and reports
Efficient and enhanced communication
Organization to the service delivery
Increase in service delivery without additional staff

6. ECS

7. Human Resources Interface
Building Blocks
Project
Manager
WebCenter
LanDesk Interface
BPAM
Call Flow
Policy
iHeat Web Access
Human Resources Interface

8. Call Flow
Procedure

9. Groups Using HEAT Hardware Technicians Networking Systems
Distributed Systems & Services
Applications Support Staff
Information Systems & Services
Internet Services
21st Century Library
Hankamer School of Business
After hours support staff

10. Call Log Screen
Client contact information.
Client configuration information.
Call description
Call classification area.
Knowledge base search.

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. Confirmations
BPAM module – create business rules for escalations of tickets
Notify customer that ticket has been received
Notify customer when ticket is resolved
Have customer fill out Customer Satisfaction Survey
Notify supervisor if ticket hasn’t been closed in X amount of time

14. Confirmations

15. Confirmations

16. Confirmations

20. Detail Screens - Other

21. Alert Monitor

22. Webcenter

23. Heat Supports 17,000 faculty, staff and students
170 technicians (including student workers)
22 different call types

24. Costs Consulting: $36,500 Additional funding needed for: Webcenter
Heat Plus Knowledge Module
Additional Licenses

25. Hardware Requirements
Dell 6450 – Primary Software Application and WebCenter
Dell 1650 – BPAM
Dell 1650 – iHeat server and Heat Plus Knowledge and Heat Self Service Applications
Data resides on a separate shared SQL database server