Chapter 5 - A Guide to Computer User Support for Help Desk...

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Unformatted text preview: A Guide to Computer User Support for Help Desk & Support Spets Fourth Edition by Fred Beisse Chapter 5 Help Desk Operation Chapter Objectives In this chapter, students will learn about: • Help desk operation procedures • The multilevel support model • The incident management process • The physical layout of help desk work areas • Job stress in help desk work • How hardware and software tools are used by support agents, managers, and end users • Help desk trends A Guide to Computer User Support for Help Desk & Support Spets, Fourth Edition 2 • An organization that provides a single point of contact for users in need of technical support • Goal: enhance client satisfaction by effectively and efficiently resolving problems and questions – Alternate titles: hotline, information center, training assistance, support consultant, client services What Is a Help Desk? A Guide to Computer User Support for Help Desk & Support Spets, Fourth Edition 3 • Multilevel Support Model : a help desk structure – Organizes support staff and services into levels (tiers) – Each level is staffed by a worker with different skills – Also called the frontline/backline model • Goal: handle as many incidents as possible at the lowest level in the support hierarchy – Save scarce resources for incidents in which more expertise is necessary Multilevel Support Model A Guide to Computer User Support for Help Desk & Support Spets, Fourth Edition 4 • Incident management : a well-defined, formal process that help desk staff follow to: – Handle problem incidents – Get information to users – Solve user problems – Maintain records about the incident • Call management : primarily concerned with handling telephone contacts The Incident Management Process A Guide to Computer User Support for Help Desk & Support Spets, Fourth Edition 5 1. Receive the incident 2. Prescreen the incident 3. Authenticate the user 4. Log the incident 5. Screen the incident 6. Prioritize the incident 7. Assign the incident 8. Track the incident 9. Escalate the incident 10. Resolve the incident 11. Close the incident 12. Archive the incident Steps in the Incident Management Process A Guide to Computer User Support for Help Desk & Support Spets, Fourth Edition 6 • Sources of incidents: • Goals: – Establish a relationship with end user – Get basic information from user Who is the user? User’s contact information What is the purpose of the contact? – May use a greeting script – Warn that call may be monitored – Apologize for delay or wait time – In-person – Phone call – E-mail message – Web-based contact 1. Receive the Incident A Guide to Computer User Support for Help Desk & Support Spets, Fourth Edition 7 • Prescreening : filtering process to determine how the help desk staff will handle the incident • Goal: incident screener may handle a simple request for information – Product information – How to order...
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This note was uploaded on 04/05/2011 for the course CINT 214 taught by Professor Endris during the Spring '11 term at Ivy Tech Community College.

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Chapter 5 - A Guide to Computer User Support for Help Desk...

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