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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Sample Help Desk SoftwareSample Help Desk Software
Main menu, tool bar, and search screenMain menu, tool bar, and search screen
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Sample Help Desk SoftwareSample Help Desk Software
Call queueCall queue
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KnowledgebaseKnowledgebase
Sample Help Desk SoftwareSample Help Desk Software
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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
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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
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Managerial ConcernsManagerial Concerns
Help desk missionHelp desk mission StaffingStaffing TrainingTraining
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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
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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)
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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
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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
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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
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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
