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 L Co ogs mp lain t in pla m o sC ers g o m L o st Cu r o f Agent tes ibu nt r t s i Di pla ack m o c ds b n e S 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.