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Help Desk

Everything You Ever Wanted to Know About the Technology Help Desk*

*but were afraid to ask

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Outline

•What’s a help desk anyway…?•Functions•Help desk structure•Benefits of a Help Desk•User and Roles•Client/Server Architecture

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Introduction

•The spread of information technology and change in society

•Many questions/Same answer•Knowledge is not shared•Need of a centralized portal to handle this

issue.

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What’s a help desk anyway…?

•Help desk is a broadly applied term referring to a staffed resource—often, an actual desk, or a telephone service—that can help persons answer questions or to use resources such as audio-visual or computer resources.

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Functions

•A typical help desk provides the users a single point of contact, to receive help on various computer issues.

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Help desk structure

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The Three Service Levels of a Help Desk System •End User•Hotline (Level 1)•System Administrator, Application

Specialists (Level 2)•Maintenance and OEMs (Level 3)

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Deskside team

•Desktops •Laptops•Peripherals

▫PDAs.▫…

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Network team

•Network services •Network software•Hardware•Infrastructure

▫Servers▫Switches▫backup systems▫Firewalls.

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Server team

•Servers within the organization▫Active Directory▫Network Shares▫Network Resources▫Email accounts

•Advanced services ▫SQL▫Microsoft SharePoint

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Telecom team

•Phone infrastructure▫PBX, ▫Voicemail▫VOIP▫telephone sets▫modems ▫fax machines

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Application team

•Development of any in-house software•Software bugs •Requests for new features or capabilities

to in-house software

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Technician team

•Solve many help desk issues from another location or their home office

•Audit workstations

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Benefits of a Help Desk

•Technicians do not have to re-derive solutions to problems▫This wastes company resources

•Attribute Value Pair▫Good for answering trivial question▫Good when users of the help desk system

are inexperienced

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Kinds of Cases

•Approved cases•Opened cases (everyone can see)•These case are separated into a case

buffer (opened) and a main case base (approved)

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User and Roles•Help desk operator

▫Lowest access rights▫Use application on a regular basis to solve

problems▫Case retrieval and case acquisition

•Experience author▫Responsible for case maintenance and case

approval▫Checks for redundancy and consistency

•Experience base administrator▫Creates and maintains the domain and case

model▫Administer users and access rights

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Client/Server Architecture

•Allows all users to get the same up to date information

•Eases the maintenance of the domain model and the case base

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Demonstration

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Summary•Help desk systems

▫help solve problems faster▫give more people more knowledge

•Building▫long and difficult▫need to convince people go give up their

knowledge•Maintaining

▫Requires constant maintenance

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•Thank you for joining us for this presentation today…