chapter 9 help desk operation introduction. chapter 9 learning objectives n describe a help desk and...

Chapter 9

Help Desk Operation Help Desk Operation

IntroductionIntroduction

Chapter 9

Learning ObjectivesLearning Objectives

Describe a help desk and a typical help Describe a help desk and a typical help desk organizationdesk organization

Describe the call management processDescribe the call management process Explain how hardware and software tools Explain how hardware and software tools

are used to manage callsare used to manage calls Describe the concerns of help desk Describe the concerns of help desk

managersmanagers Describe help desk trendsDescribe help desk trends

Chapter 9

What Is a Help Desk?What Is a Help Desk?

A method of supplying user support A method of supplying user support services that provides a services that provides a single point of single point of contact contact for a company’s customers or for a company’s customers or employeesemployees

Goal: To provide customer satisfaction Goal: To provide customer satisfaction by effectively and efficiently resolving by effectively and efficiently resolving problems and questionsproblems and questions

Chapter 9

Multi-level Support ModelMulti-level Support Model

Each level is staffed by a person of Each level is staffed by a person of different skillsdifferent skills

Help desks prefer to handle as many Help desks prefer to handle as many calls as they can at the lowest possible calls as they can at the lowest possible level in the support hierarchylevel in the support hierarchy

Also called frontline/backline modelAlso called frontline/backline model

Chapter 9

Level 1Level 1 Level 2 Level 2 Level 3 Level 3 Level 4 Level 4

SupportSupport SupportSupport SupportSupport SupportSupport

CustomerCustomer Call Call Product Product TechnicalTechnical SupportSupport

ScreenerScreener SpecialistsSpecialists Support Support ManagerManager

Multi-level Support ModelMulti-level Support Model

Chapter 9

The Call Management ProcessThe Call Management Process

A well-defined, formal procedure that A well-defined, formal procedure that help desk staff members to:help desk staff members to: Handle callsHandle calls Get information users need or solve their Get information users need or solve their

problemsproblems Close the callsClose the calls

Chapter 9

UserUser Help DeskHelp Desk

The Call Management ProcessThe Call Management Process

1. Receive

2. Prescreen

3. Authenticate

4. Log

5. Screen

6. Prioritize

7. Assign

8. Track

9. Escalate

10. Resolve

11. Close

12. Archive

Chapter 9

Steps in the Call Management Process

Steps in the Call Management Process

11 Receive the callReceive the call

22 Prescreen the callPrescreen the call

33 Authenticate the Authenticate the callcall

44 Log the callLog the call

55 Screen the callScreen the call

66 Prioritize the callPrioritize the call

77 Assign the callAssign the call

88 Track the callTrack the call

99 Escalate the callEscalate the call

1010 Resolve the callResolve the call

1111 Close the callClose the call

1212 Archive the callArchive the call

Chapter 9

1. Receive the Call1. Receive the Call

Common call receiving activitiesCommon call receiving activities May use a specific scriptMay use a specific script Warning that the call may be monitoredWarning that the call may be monitored Apology for any wait timeApology for any wait time

Chapter 9

2. Prescreen the Call2. Prescreen the Call

A filtering process to determine how the A filtering process to determine how the help desk staff will handle the callhelp desk staff will handle the call

Call screener may be able to handle Call screener may be able to handle simple request for informationsimple request for information

Chapter 9

3. Authenticate the Call3. Authenticate the Call

Determines whether help desk staff are Determines whether help desk staff are authorized to handle a callauthorized to handle a call

Usually includes checking product Usually includes checking product registrations and support service registrations and support service contractscontracts

Chapter 9

4. Log the Call4. Log the Call

Begins to document the call and its Begins to document the call and its related problemrelated problem

Only basic information is recordedOnly basic information is recorded

Chapter 9

5. Screen the Call5. Screen the Call

Categorizes and describes the callCategorizes and describes the call CategoriesCategories

Request for information that could not be Request for information that could not be handled during prescreeninghandled during prescreening

QuestionQuestion ProblemProblem ComplaintComplaint Work orderWork order

Chapter 9

6. Prioritize the Call6. Prioritize the Call

Priority codePriority code Indicates how serious the problem is for usersIndicates how serious the problem is for users High priority calls are usually serious problems that High priority calls are usually serious problems that

affect a large number of usersaffect a large number of users First-in, first-out (FIFO) basisFirst-in, first-out (FIFO) basis QueueQueue

A waiting line into which incoming calls are placed A waiting line into which incoming calls are placed when they cannot be answered immediatelywhen they cannot be answered immediately

May be queues for different products, customers, or May be queues for different products, customers, or levels of supportlevels of support

Chapter 9

7. Assign the Call7. Assign the Call

When help desk staff cannot respond to When help desk staff cannot respond to a call directly, they assign it to another a call directly, they assign it to another who can most quickly and effectively:who can most quickly and effectively: Provide the informationProvide the information Respond to the requestRespond to the request Solve the problemSolve the problem

Chapter 9

8. Track the Call8. Track the Call

Updates information about a call as it is Updates information about a call as it is processed and as information is added processed and as information is added to the call recordto the call record

Provides important input to:Provides important input to: Measure the quality of call managementMeasure the quality of call management Evaluate employee performanceEvaluate employee performance Identify staff training needsIdentify staff training needs

Chapter 9

9. Escalate the Call9. Escalate the Call

Transfers a call to a higher level of Transfers a call to a higher level of support that has a greater ability or support that has a greater ability or resources to handle more difficult resources to handle more difficult questionsquestions

Chapter 9

10. Resolve the Call10. Resolve the Call

User’s problem has been solved or User’s problem has been solved or information has been providedinformation has been provided

Sometimes a complaint is referred to Sometimes a complaint is referred to product designers as a suggestion for product designers as a suggestion for the next product revision cyclethe next product revision cycle

Doesn’t necessarily mean the customer Doesn’t necessarily mean the customer is completely satisfiedis completely satisfied

Chapter 9

11. Close the Call11. Close the Call

Leads toward termination of a callLeads toward termination of a call May include:May include:

Review of the solutionReview of the solution Mutual agreement that a solution has been Mutual agreement that a solution has been

reachedreached Invitation to call backInvitation to call back Final entries in a call management Final entries in a call management

databasedatabase

Chapter 9

12. Archive the Call12. Archive the Call

ArchiveArchive A special database designed to store and A special database designed to store and

retain copies of closed callsretain copies of closed calls KnowledgebaseKnowledgebase

A database that contains instances of A database that contains instances of problems that have been successfully problems that have been successfully resolved resolved

Can be searched in future problem-solving Can be searched in future problem-solving situationssituations

Chapter 9

Help Desk Technology and ToolsHelp Desk Technology and Tools

Impact of automation on help desk Impact of automation on help desk industryindustry Help desk software packages: Manage Help desk software packages: Manage

volume of transactionsvolume of transactions Computer telephony: Integrates telephone Computer telephony: Integrates telephone

and computer technologyand computer technology Physical layout of help desk work areaPhysical layout of help desk work area

Chapter 9

Help Desk SoftwareHelp Desk Software

Log and track callsLog and track calls Manage call queuesManage call queues Set call prioritiesSet call priorities Escalate callsEscalate calls

Contact informationContact information Store, edit, and recall contact and location Store, edit, and recall contact and location

information in a databaseinformation in a database

continued

Chapter 9

Help Desk SoftwareHelp Desk Software

Product informationProduct information Product featuresProduct features Product limitationsProduct limitations New versionsNew versions Configuration constraintsConfiguration constraints Known bugsKnown bugs Product availabilityProduct availability

continued

Chapter 9

Help Desk SoftwareHelp Desk Software

Information resource linksInformation resource links External connections to e-mail and Internet External connections to e-mail and Internet

resourcesresources Internal connections to online help files, Internal connections to online help files,

product documentation, and problem product documentation, and problem archivesarchives

Configuration informationConfiguration information Critical to help desk staff who support Critical to help desk staff who support

internal clientsinternal clients

continued

Chapter 9

Help Desk SoftwareHelp Desk Software

Diagnostic utilitiesDiagnostic utilities Analyze performance of a remote system and look Analyze performance of a remote system and look

for potential problem areasfor potential problem areas Solutions knowledgebaseSolutions knowledgebase

Contains information about common problems and Contains information about common problems and their solutionstheir solutions

Search strategies based on artificial intelligenceSearch strategies based on artificial intelligence Expert systems (sequences of IF-THEN rules)Expert systems (sequences of IF-THEN rules) Neural networks (automated learning systems)Neural networks (automated learning systems) Case-based reasoning (pattern-matching strategies)Case-based reasoning (pattern-matching strategies)

continued

Chapter 9

Help Desk SoftwareHelp Desk Software

Product order entryProduct order entry Order entry capabilityOrder entry capability Can integrate with other business systems, Can integrate with other business systems,

such as shipping and invoicingsuch as shipping and invoicing Customer feedbackCustomer feedback

Level of satisfaction with specific call, problem Level of satisfaction with specific call, problem resolution, or help desk servicesresolution, or help desk services

Captures user feedback and routes information Captures user feedback and routes information to product designers/engineersto product designers/engineers

continued

Chapter 9

Help Desk SoftwareHelp Desk Software

Inventory informationInventory information Inventory and system installation informationInventory and system installation information

Service managementService management Warranty informationWarranty information Service historyService history Reminders of next preventive maintenanceReminders of next preventive maintenance

Telephone system interfaceTelephone system interface Deals with large number of incoming and outgoing Deals with large number of incoming and outgoing

callscalls

continued

Chapter 9

Help Desk SoftwareHelp Desk Software

Statistical reportsStatistical reports Predefined reportsPredefined reports

Number of unclosed callsNumber of unclosed calls Average length of time on holdAverage length of time on hold Average length of calls processedAverage length of calls processed Productivity of staff membersProductivity of staff members Inventory control reportsInventory control reports Frequently asked questionsFrequently asked questions

Customizable interface and reportsCustomizable interface and reports Augment built-in reports to address specific needsAugment built-in reports to address specific needs

Chapter 9

Sample Help Desk SoftwareSample Help Desk Software

Main menu, tool bar, and search screenMain menu, tool bar, and search screen

Chapter 9

Sample Help Desk SoftwareSample Help Desk Software

Call queueCall queue

Chapter 9

KnowledgebaseKnowledgebase

Sample Help Desk SoftwareSample Help Desk Software

Chapter 9

Computer Telephony SystemsComputer Telephony Systems

Seamless interface between computer Seamless interface between computer technology and telephone technologytechnology and telephone technology

Automated Call Distributors (ACD)Automated Call Distributors (ACD) Automate first steps in call management (answer Automate first steps in call management (answer

calls, greet callers, provide menus, route the call)calls, greet callers, provide menus, route the call) Can collect information about performance of help Can collect information about performance of help

desk operation and monitor callsdesk operation and monitor calls Reduce amount of employee time needed to Reduce amount of employee time needed to

respond to calls and route them to support staffrespond to calls and route them to support staff

Chapter 9

Physical Layout of Help Desk Work Areas

Physical Layout of Help Desk Work Areas

Desk in a cubicle with one or more Desk in a cubicle with one or more computer systemscomputer systems

Reference libraryReference library Headset (freedom of motion)Headset (freedom of motion) Importance of ergonomic issuesImportance of ergonomic issues

Chapter 9

Managerial ConcernsManagerial Concerns

Help desk missionHelp desk mission StaffingStaffing TrainingTraining

Chapter 9

Help Desk Mission and Justification

Help Desk Mission and Justification

Mission statementMission statement List of guiding principles that communicates help List of guiding principles that communicates help

desk goals to staff, users, and managementdesk goals to staff, users, and management Often provides criteria against which help desk Often provides criteria against which help desk

services can be evaluatedservices can be evaluated Performance statisticsPerformance statistics

Data gathered about help desk operationData gathered about help desk operation Provides feedback on performance related to Provides feedback on performance related to

behavioral objectives and customer satisfactionbehavioral objectives and customer satisfaction

Chapter 9

Staffing the Help DeskStaffing the Help Desk

Mission statementMission statement Position descriptionsPosition descriptions Specific knowledge, skills, and abilities Specific knowledge, skills, and abilities

(KSAs)(KSAs)

Chapter 9

KSA AnalysisKSA Analysis

Technical skillsTechnical skills Hardware, operating systems, and software Hardware, operating systems, and software

familiarityfamiliarity Network background and skillsNetwork background and skills Troubleshooting skillsTroubleshooting skills Communications and listening skillsCommunications and listening skills Ability to work in a project teamAbility to work in a project team Telephone skillsTelephone skills Personal characteristicsPersonal characteristics

Chapter 9

Selection ToolsSelection Tools

Skills testSkills test Paper-and-pencil or verbal testPaper-and-pencil or verbal test Measures knowledge and problem-solving abilityMeasures knowledge and problem-solving ability

Scenario questionScenario question A role-playing problem in a hypothetical help desk A role-playing problem in a hypothetical help desk

situation situation Provides insights into problem-solving skills, Provides insights into problem-solving skills,

communications skills, and ability to perform in communications skills, and ability to perform in simulated stressful work situationssimulated stressful work situations

Chapter 9

Help Desk Staff TrainingHelp Desk Staff Training

Orientation to the companyOrientation to the company Employee benefits informationEmployee benefits information Specific job skill trainingSpecific job skill training Company policies and proceduresCompany policies and procedures Performance appraisal proceduresPerformance appraisal procedures

Chapter 9

Trends in Help Desk OperationsTrends in Help Desk Operations

More reliance on electronic mail, the More reliance on electronic mail, the Internet, and remote diagnosisInternet, and remote diagnosis

More proactiveMore proactive Better able to anticipate user needs and Better able to anticipate user needs and

changes in user service requirementschanges in user service requirements Higher-quality reports and statistical Higher-quality reports and statistical

datadata