Let’s face it—setting up and running a help desk for your customers is no easy task. How do we satisfy everyone’s needs and quit having to answer the same questions over and over again?

 Sometimes it seems easier to keep going along as we have been than to design and implement a whole new system. But it doesn’t have to be!
 We here at Help Desk Survival have been there and done that, ten times over. That’s what made us decide to stand up one day and declare that our time is too valuable to waste another second working without a viable customer service solution!
 It’s this declaration that led to the Help Desk Toolkit, a step-by-step guide that lays everything out so simply and logically, even your boss could setup a help desk (but of course, you could do it much better).
 We’re always adding new information as we come across it, and are pleased to announce the release of our newest version. It covers Internets and Intranets, off-line help and on-line help, in-housing and out-sourcing, and of course the whole gamut of budgets, planning, staffing, managing, and upgrading.

Desktop Support Services | IT Desktop Support Company | Remote Desktop Support

In today’s fast-paced business, IT works like a human worker.  In fact, the smooth working of various departments of a business largely depends on the smooth working of IT equipments. Therefore, running a business smoothly necessitates effective maintenance and management of IT hardware and software.

Maintaining & Managing the IT infrastructure might overwhelm you

The dynamism of IT and day-to-day business demands require constant updates in IT infrastructure so that business goals are effectively met with the latest technologies and solutions. Maintaining,   managing and updating all these areas of IT can be overwhelming and may require the allocation of extra budget and human resources. However, one way of  looking after these aspects of your IT infrastructure effectively is to higher the services of reliable specialists of desktop support.

Presentations

Presentations

Presenting an anonimous Service Desk support software isn't an easy task. Convincing Group members is always the main Goal.

However, I have found a presentation over internet from slideshare.net by Leon Blum and have found a superb presentation. Please check this out to sort out presenting Service Desk.

Anyhow, you can modify certain pages as per your own purchased Service Desk Software.

The Service Desk performs the first line support for the IT Services.
Apart from the Call Centre, all Service Desk types perform the following activities:

• Receive all calls and e-mails on incidents
• Incident recording (including RFC’s)
• Incident Classification
• Incident Prioritisation
• Incident Escalation
• Search for Work Around
• Update the customer and IT group on progress
• Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM-reports)
• Perform daily CMDB verification
• Report to Management, Process Managers and customers (through SLM) on Service Desk performance

What is ITIL?

ITIL (the IT Infrastructure Library) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management. This customisable framework defines how Service Management is applied within an organisation.
Although ITIL was originally created by the CCTA, a UK Government agency, it is now being adopted and used across the world as the defacto standard for best practice in the provision of IT Service. Although the ITIL covers a number of areas, its main focus is on IT Service Management.

Traditional Help Desk

A traditional Help Desk was a place, a person or a group of persons, in a business or organization that customers could call to get help about a problem. Telephone was the main media of communication in the traditional help desk. But telephone was not without hold on problems, deadlines and reminders resulting in customers’ frustration. The Help Desk software was developed to overcome the limitations of a telephone help desk. With its dynamic features such as one stop solution center, a single point of contact, 24 hours availability, scalability, effective management, documentation and resolution of customers’ requests, Help Desk Software has revolutionized customer support. Help Desk Software applications are now an integral part of effective business service.  They streamline multiple resources of a company to address customers’ problems by managing, tracking and recording customer’s requests.

JOB Description

The help desk job will vary depending on the organization and overall systems environment but these are the tasks and activities common to most help desk positions. Also detailed are the key skills and abilities required for successful job performance.
 

    HELP DESK


General Purpose
User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Job Tasks and Responsibilities

• respond to requests for technical assistance in person, via phone, electronically
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• redirect problems to appropriate resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• prepare activity reports
• stay current with system information, changes and updates

Education and Experience

• working knowledge of fundamental operations of relevant software, hardware and other equipment
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training

Key Competencies

• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving 
• adaptability
• planning and organizing
• attention to detail
• stress tolerance

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Presentation Transcript

1. Help Desk Technical Support Your complete passport to resources .
   • Prepared, By Leon Blum
2. Purpose
   • To provide an organizational structure that will effectively support our employees, and to ensure orderly reporting of problem resolutions .
3. Objectives
   • Provide one central point of contact for problem resolution and inquiry.
   • Provide one centralized problem management system.
   • Provide high level of technical expertise to support our employees .
   Centralized Problem Management
4. Service
   • . Provide day-to-day support that will include problem receipt: date, time, description of the problem, and its resolution.
   • Maintain a database history. This database will provide us with information to measure the service level .
5. Contact Information Available 24 x 7 Direct phone contact
6. Goals . Quickly and efficiently resolve problems. . To have effective communication between employees and support groups, thus eliminating calling the help desk. . System will provide us with the ability to escalate problems automatically, if necessary .
7. Structure
   • Help Desk (Level 1)
   • Tech Support specialists (Level 2 )
   • Vendor Tech Support (Level 3 )
8. Severity Definitions Call back response -Will Vary-
   • High - System down or application is inoperative
   • Medium - High impact condition associated with an application or an hardware problem.
   • Low - Application performance, or an intermittent low-impact condition associated with software problem or user question .
9. Escalation Process Help Desk Tech Support Application
   • Help Desk
   • Tech Support Mgr
   • Application Mgr
   • Chief Info Officer
10. Gathering Information
    • Name , Phone, Location and computer name .
    • Hardware and software.
    • Screen shots of the error message .
    • Information required
11. Gathering Information. ( cont’d.)
    • Name of the operating system
    • Name of the application
    • Detailed description of the problem
    • Was a change made ?
12. Help Desk
    • Insure that all the information is accurately recorded.
    • Perform level-1 problem resolution within 20 minutes time frame.
    • Escalate to management , if the problem impacts the bank’s business.
    • Track tickets to insure that they are resolved on time .
    • Perform level-2 problem resolution for selected applications.
    • Perform on-site services in case of an emergency .
13. Support Tools
    • Knowledge base for employees to resolve their own problems
    • Internet Support Web pages. “Google”
    • In-house troubleshooting database.
14. Communication Keys
    • Work to establish accurate expectations with employess and technical support groups.
    • Forward escalations to technical support managers, if business is affected .
15. Features and Benefits
    • Questions and problems will be logged on-line.
    • Cost control, by not waiting on the phone .
    • Notification of employees by email when tickets require additional information, and also, when tickets are resolved.
    • Multiple screens will provide employees with history of opened
    • and closed tickets. Ticket activity will be viewable work progresses.
16. Features and Benefits (cont’d)
    • Will provide audit trail of problems and resolutions
    • System will be used to track and monitor recurring problems.
    • Employees will be able to communicate electronically via email to
    • inquire about the status, and to see the progress as the ticket is updated.
17. Bank Hapoalim, Accomplishment The success of the project was an accomplishment of team effort with IT Management , and development group . The help desk system was officially opened in February 2001 for the United States and Rep’s offices in April

http://www.4shared.com/document/NFd1JDwn/service_desk_presentation.html

Help Desk Software | Help Desk Service IT Support

Customer satisfaction is vital for business enhancement. Better customer support is one of the vital ways of winning customer satisfaction and better customer support is unthinkable without help desk software. The purpose of help desk software is the computerization of effective management of customers’ enquiries and problems. In other words, it improves help desk tasks by recording and tracking the customers’ requests and queries and helps you in achieving your targets in your business pursuits.

Service Desk helps