IT Help Desk Support
Objectives
In this PPT you will learn:
- About help desks and typical help desk organisation
- Who Should use Help Desk
- Elements for Help desk support
- What Help desk support must include
- Hierarchy of Help Desk
- Flow of Help Desk
- Positioning of Help Desk
- Help desk trend
- Conclusion
About Help Desk Support
Help Desk is a single point of contact for end user support
Components of a Successful Help Desk
A help desk is intended to provide end user with information and
support as per their query or related to a particulat company's or
institution's products and services.
Elements for Help Desk Support
●
Four main component of Help Desk support are:
- Process
- Technology
- Information
- People
●
Effiencient Help support requires:
- 24/7 help desk support availablity
- Featured Phone System
-Professional staffed help desk
- All raised ticket information
Who Should use Help Desk Service
- Companies that provide IT network Management Services.
- The organization who want to provide instant solution to their
customers.
What Help Desk Support Must
Include
- Notification Management
- Service Provider
- Automatic task identification
- Secured remote access
- Supervisor
- Efficient Cost
- Great user Experience
- Facility to assign, track and escale issues
- Secure client Information Access
Hierarchy of Help Desk
(Level of Users)
Customer’s
The users seeking solution,
enters the problem or
searches solution for a
particular problem
Agent
Person who attends calls/mails
of customers and logs
complaints on behalf of
customers. Searches solution
from FAQ & provides instant
solution
Coordinato
r
Person who categorizes
the problem and assigns
it to a specialist also
updates complaint status
Specialist
Specialized person with ultimate
responsibility for providing
solution to customer. He
updates the library of FAQ’s &
solutions.
Flow of Help Desk
(Movement of Problem)
Provides
Solution
Problem Solved / un
solved
Customer’s
Complaint
through
il
Phone / ma
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Co ogs
mp
lain
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pla
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ers
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Cu
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f
Agent
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pla ack
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Coordinator
Specialist
Positioning of the IT Help Desk
Within an Organisation
- For medium to large sized organisation, 2-3 help desk supporters are
requires which are managed by the help desk supervisors. The user
services manager will report to the IT director. All enquiries, fault
reporting and requests for service directed at the IT department are
channelled through the help desk.
- While only one help desk is shown in the typical organisation, in many
cases an organisation may have several help desks, each designed to
service a separate category of customer or to service a distinct range of
products and services or to service a geographic area.
Trend of Help Desk Support
24 x 7 Service: In a world where instant access is no longer
vovel, customers will simply not wait till 8.00 AM to reach
technical support. SO to delight your customer you have to
provide a 24/7 cusomer service.
Users Still Prefers Phone Based Support: According to the
recent research customer still prefers phine based phone
support
Trend of Help Desk Support
Cloud Computing: Now more and more
companies see cloud computing as the best
solution.
Trend of Help Desk Support
New Software applications for help desk support
are being developed that provides and easier user
interface for both the help desk operator and
their clients.
Conclusion
Customer delight is the most important key for having a successful
business. Coming up with a product that amazes everybody is important
but what is important is to provide best service to those who buy it, a
support level that ensures customer delight.