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HelpDesk Training Manual

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As per client request we where obliged to provide them with a comprehensive manual for the HelpDesk software I wrote. This document covers the application in detail, providing the users with an in …

As per client request we where obliged to provide them with a comprehensive manual for the HelpDesk software I wrote. This document covers the application in detail, providing the users with an in depth functional knowledge of HelpDesk call center software.

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  • 1. HelpDesk Training Manual Part one: Introduction The HelpDesk Application has been designed as an online application to assist in the logging of calls directed to a call centre. In Version 1.0 there are three main Roles a user can assume: 1. Administrator 2. Logger 3. Technician The Administrator Role The administrator role functionality has two functions defined in this version namely the set up of the HelpDesk System and the production of reports pertaining to activities by Loggers and Technicians. Setup The Setup of the HelpDesk System is the most important aspect of the application and it is crucial that the administrator understands and setups the HelpDesk System correctly to maintain an efficient and useful application. In this manual you will find details on how to Setup the various options correctly. Reports The Reporting functionality of this application lets administrators generate and distribute reports according criteria selected. The purpose of reports is to determine the efficiency of the HelpDesk System staff at attend callers calls. Callers will now on be referred to as clients. The reports enable the administrator to assess trends in the client’s calls and the response of the HelpDesk System staff. The Logger Role The logger role primary functionality is to log client’s calls and assign the calls to a suitable category, department and technician so that a quick and relevant solution to the client’s problem can be delivered. The Technician Role The technician role primary function is to attend to clients calls as logged by the loggers. Technicians belong to predefined departments which could represent geographical locations or organisational structures. For each call any number of technicians can be assigned, however it is recommended that only the minimum number of technicians should be assigned to a call. Additionally a call must be assigned a lead technician who has the authority to manage the calls final outcome (in other words – the solution delivered to the client on the summation of the call).
  • 2. Part Two: Using the HelpDesk System Login To login to the HelpDesk System locate the application using the URL given by the webserver administrator. The default page of the application will appear and you must enter your credentials as defined by the administrator email you have received. 1. Type in your username in the username field. 2. Type in your password in the password field. 3. Click the ‘Login’ button to proceed or click the ‘Clear’ button to correct your credentials. 4. If your login is successful you will be directed to the home page pertinent to your role defined on the HelpDesk System as assigned by an Administrator. Please read the sections in this manual concerning your role for further information. Note: Passwords are CaSe SeNsItIvE but usernames are not
  • 3. The Administrator Role NOTE: Observe this order when first configuring a new installation. 1. 2. 3. 4. 5. Configure Configure Configure Configure Configure Departments Categories Quick Solutions Users Messages The Menu The Administrator menu of Version 1.0 of HelpDesk System consists of the following: 1. Home 2. Reports a. Call Report b. History Report 3. Admin a. Manage Users b. Manage Quick Solutions c. Manage Departments d. Manage Categories e. Manage Messages 4. Logoff The menu also includes your name to indicate that you are logged in as the named user. The menu is a drop down menu and to activate the menu just put your mouse over it and clicks on a sub item. The Home Page The home page lets you see information relevant to the system activities and your account (at the time of writing full functionality is not implemented yet). In the ‘Your Details’ panel there is an indicator of number of logins (total times you have logged in successfully), your account age (today’s date minus the date your account was created represented in days), Number of Failed login attempts and a link to change your account details. In the ‘Common Tasks’ panel are details about your recent activities and links to the most common tasks you perform on the system (some administrators might perform more Quick Solution Tasks whereas another administrator might perform more Reporting Tasks) In the ‘HelpDesk Statistics’ Panel you can get a quick overview of how the HelpDesk is fulfilling your business needs.
  • 4. In the ‘Greeting Message’ Panel you can view a message that pertains to administrators only. This message can be customised by the administrators on the system and is useful to communicate important messages to your fellow administrators. The Administration Menu Pages Manage Users From the manage users page you can choose to add a new user or modify an existing account. Due to the nature of this program an account cannot be deleted in this version (support will be added for this in future versions) TIP: To prevent too many users occurring on the system I advise that you use the inheritance feature of the users account system to allow a new user to inherit the previous users details if you wish. To add a new user account, navigate from the ‘Add New User’ option to add a new user and follow this procedure: 1. Type in the relevant details for the user. 2. Make sure the email address is a valid email address and conforms to the domain for your particular SMTP server as setup by the Webserver Administrator. 3. Select what type of role the user will perform.
  • 5. 4. If you have selected ‘Technician’ the Department dropdown list will be enabled from which you must select a department. TIP: Do not use the ‘All Departments’ selection unless you want that particular user to be available for all departments. 5. Confirm the Option to activate user is selected. 6. Click ‘Save’ to add the user account to the HelpDesk System Note: Most accounts can be changed to perform different roles on the system. Most of the accounts can be Activated and De-Activated. The exception is the ‘admin’ account which cannot be De-Activated nor have the role changed. This is the master account and is the only account on the system that is activated by default on the initial setup of the system. To edit an existing user accounts follow this procedure: 1. 2. 3. 4. Click ‘Update Existing User’ Click ‘Edit’ for the user you wish to edit. Change the details of the account. Click ‘Save’ to save your changes. To Activate or De-Activate an existing user follow this procedure: 1. If the Activated field shows ‘True’ click ‘True’ to de-activate the user. 2. If the Activated field shows ‘False’ click ‘False’ to re-activate the user. NOTE: A user that has been de-activated will not be able to login to the HelpDesk System Exceptions that could be experienced during account creation or modification. 1. The username already exists. In this case please use a different user name in the username field. 2. Email Address Required. Please type in a valid Email Address into the Email Field. Email addresses conform to the standard recommended here: http://email.about.com/cs/standards/a/email_addresses.htm 3. The email address is not valid for the SMTP server of the [Application Name] HelpDesk. The email address must end with [HelpDesk Domain]. Confirm with the Webserver administrator and SMTP administrator what domain the emails must belong to, and configure email accounts ending with the specified domain 4. Department Required. It is mandatory that Technicians must be assigned to a department configured in the HelpDesk System NOTE: All fields are compulsory, except Department unless a Technician is being configured
  • 6. Manage Quick Solutions Quick Solutions have been implemented in the HelpDesk System to assist loggers to log calls quickly and allow solutions to be predefined for Technicians attending calls. Quick Solutions are divided into Categories in order for different types of Quick Solutions to be applied to different problem sets. E.g. if a number of software problems are regularly encountered by clients a category for software problems should be configured and a number of quick solutions defined for the problem type. A couple of examples for the Software category could be: 1. Problem: I receive an error when I try to browse the network. Possible Solution: Check with the network administrator if you have access permissions on the network resource you are attempting to access. 2. Problem: I receive a number of dialogs when I open Microsoft Office that indicate that I need to install additional components and that I need to locate the installation files, but if I continue to click cancel Microsoft Office eventually loads and I can use it normally. Possible Solution: Contact your IT support person to install the necessary components as needed. To Configure a Quick Solution it is advisable to have a meeting with loggers and technicians on the HelpDesk System to find out what the clients most common encountered problems are. Once you have identified and compiled Quick Solution templates and have configured the necessary categories you can enter the Quick Solution on the Quick Solution page.
  • 7. To configure a new Quick Solution follow this procedure: 1. 2. 3. 4. 5. Type in the name of the Quick Solution in the Quick Solution Name field. Type in the description of the Quick Solution in the Description field. Type in the solution of the Quick Solution in the Solution field. Select a category to which this quick solution belongs. Click ‘Add’ If a Quick Solution is not needed anymore you can de-activate the Quick Solution to make it unavailable to loggers. In Version 1.0 of HelpDesk System the quick solutions cannot be deleted. To edit a Quick Solution click ‘Edit’ and edit the details as necessary. Click ‘Update’ to save your changes. Manage Categories As the system grows it is useful to have categories of different types of problems experienced by the HelpDesk System clients for reporting purposes. I recommend that the HelpDesk System has numerous categories defined to make enable the best use of the reporting facility in order to compile the most accurate statistics for the client’s problems. Once a number of categories have been defined it is possible to configure Quick Solutions for each category as described in the previous section.
  • 8. To configure a new category follow this procedure: 1. Type in a category name in the Category Name Field. 2. Click ‘Add’ To edit an existing category follow this procedure: 1. Click ‘Edit’ 2. Change the Category Name Field. 3. Click ‘Update’ to save your changes. Manage Departments The Departments on the HelpDesk System allow the administrator to assign technicians for various departments. This assignment ensures that only the appropriate technicians for a department are assigned to a particular call. A Technician assigned to ‘All Departments’ can be assigned to any call but it is not recommended.
  • 9. To configure a new department follow this procedure: 1. Type in the department name in the Department Name field. 2. Type in the department code (maximum of 4 characters) into the Department Code field. 3. Click ‘Add’ To edit an existing department follow this procedure: 1. Click ‘Edit’. 2. Update the Department Name and Department Code fields. 3. Click Update. Manage Messages The Messages of the HelpDesk System is a very important feature of the application.
  • 10. Messages are divided into the following types: 1. 2. 3. 4. 5. 6. 7. 8. Message to Client Message to Users Message to Loggers Message to Technicians Message to Administrators Message to Superuser Message to All Active Users System Message Configuring Messages The messages on the HelpDesk System can be configured to dynamically suit your needs as the application grows. Each message has ‘Tags’ which act as place holders in that particular message. The system works similar to Microsoft Office mail merge and replaces the ‘Tags’ with the data relevant to the particular message recipient. Message ‘Tags’ should be inserted into the Message Text or Message Title fields exactly as indicated by the messages Available Tags field. These tags should not be altered as this will render them un-usable in the out going message. Only the Available tags for a particular message can be used in the particular message. They are not ‘cross-referenceable’ between messages. Messages can be up to two thousand characters long and may not include HTML tags in Version 1.0 of HelpDesk System. Message to Client
  • 11. The messages configured under this heading are sent to clients as there calls are processed during the lifecycle of the call. Message to Users The messages configured under this heading are sent to users as for purposes of account maintenance. Message to Loggers The messages configured under this heading are sent to loggers to inform them of changes or additions to the applications logging calls functionality. Message to Technicians The messages configured under this heading are sent to technicians to inform them of calls that have been assigned to them. Message to Administrators The messages configured under this heading are sent to administrators for the purposes of administration. Message to Superuser This feature is not supported in Version 1.0 of HelpDesk System. Message to All Active Users This feature is not supported in Version 1.0 of the HelpDesk System System Messages The messages configured here allow you to insert pre-determined text into other messages and set the greeting messages for the users configured for specific roles. Examples of these messages could include Seasonal Greetings, Warnings, Policy Changes, Reminders or whatever comes to mind. Our Recommendation is that you configure the disclaimer to be used in all email messages immediately. The Logger Menu Pages Home Page The home page lets you see information relevant to the system activities and your account (at the time of writing full functionality is not implemented yet). In the ‘Your Details’ panel there is an indicator of number of logins (total times you have logged in successfully), your account age (today’s date minus the date
  • 12. your account was created represented in days), Number of Failed login attempts and a link to change your account details. In the ‘Common Tasks’ panel are details about your recent activities and links to the most common tasks you perform on the system. In the ‘History’ Panel you can get a quick overview of the last 10 calls you have logged. In the ‘Greeting Message’ Panel you can view a message that pertains to loggers only. This message can be customised by the administrators on the system and is useful to communicate important messages loggers. Log Call Page The log call page enables loggers to log a client’s call and assign it to a single technician or a number of technicians to attend to. Once a call has been received the logger should follow this procedure to log the call: 1. Check with the client whether they have used the HelpDesk System before. 2. If they are a new caller the logger needs to click new client and follow the procedure from step 6 in this procedure.
  • 13. 3. If the client is an existing client the logger needs to click Existing client and search for their records on the HelpDesk System 4. To search for an existing client you can use these details to search the database: a. client number b. first name
  • 14. c. last name d. telephone number e. email address To increase the speed of the query it is advisable that you use the clients email address as it is most likely to produce just a single result. 5. Once the logger has confirmed the client exists on the database and you have the correct client (verify that their details match the details on the database) select the client by clicking the ‘Select’ button and their details will be loaded into the log call page and the logger can proceed to log the call according to step 6 in this procedure. 6. To log the call the logger needs to listen to the client’s problem and use discretion when selecting the category, department, technician(s) and lead technician. 7. If the call falls into a category where there are Quick Solutions configured for it the logger may apply a Quick Solution if appropriate to the client’s needs, by selecting a Quick Solution matching the description of the problem as indicated by the client. 8. During the conversation with the client the logger needs to determine the correct department to select and continue to select the appropriate technician(s) to solve the problem. 9. The logger needs to select the appropriate lead technician for the call in order to submit the call. 10. The logger can if necessary add a note to the technicians if they see fit. The note will be distributed to all technicians assigned to the particular call and will not be emailed to the client, it is therefore an ideal place to express warnings to the technicians as to the clients temperament or particular details such as addresses, office numbers and so on. 11. If the particular clients details are incorrect (having already established that the client is the correct client) the logger can update the client’s details as needed. When the submit button is clicked the clients details will be updated on the system. 12. Once all the data is entered correctly the logger can proceed to submit the call to the HelpDesk System and it will be assigned to the technician(s) selected. 13. The Call may be cancelled at any point during the logging process but it is inadvisable as this activity is recorded on the HelpDesk System and links the cancelled call to a particular logger. A cancelled call also adds records to the database and too many cancelled calls could be detrimental to the performance of the system. 14. The Call may be cleared by clicking the ‘Clear’ button to clear the form of existing data. 15. Once a call has been logged successfully the call is indicated as successfully logged by the HelpDesk System and the logger may continue to log another call according to this procedure. NOTE: The call number of the call is always unique and is dynamically generated according to various criteria.
  • 15. Search for Call Page The View Call page enables the logger to view the call according to a client request. For example if a client calls and requests to get information about the call the logger needs to obtain the call number for the specified call and enter the details for the call into the ‘Call Number’ box and click ‘Search’. If the call exists a record of the call will be displayed and the logger can proceed to view the call and then communicate information about the call to the client. If more than one record is displayed the call number has been partially entered and the logger should confirm with the client that the call number is correct and re-enter the number until only one record is displayed.
  • 16. The image below displays a sample of what the logger will see once the call has been displayed.
  • 17. From this the logger and see the collaboration of the technicians about the call and can tell the status of the call. The Technician Menu Pages The Technician Menu Pages are designed to allow the technicians to attend to calls on the HelpDesk System. View Call Page The view call page allows the technician to view calls according to various search criteria. To view a call that has been assigned to a specific technician, select some search criteria and click search to display calls meeting those criteria. Important Note: In this version of HelpDesk System the default search is to display ALL calls if no criterion is entered. This is NOT recommended as it could be slow and may cause the server to run out of memory. Once the criterion has been selected, click search and select a call to be displayed. A technician can use the ‘Flag’ column to sort the calls into various types according to their own priorities. There are six different colours that the calls can be sorted into and this is useful to help you organise your priority calls or sort them according to your own criteria. Once the technician has selected a call the ‘Manage Call’ page is displayed containing the details for the specified call. From here the technician can add notes, suggest solutions, vote to close, vote to action, close the call, action the call and redefine the problem and solution according to the collaboration of other technicians assigned to the call.
  • 18. Manage Call Page Follow these procedures to manage a call: To Add a Note 1. Type in your note in the ‘Technician Note’ box, the second box under the ‘Technician Notes’ section of the page. 2. Click ‘Add Note’ to add your note to the ‘Technician Notes’ box. Note: All the technicians (assigned for the specified call) and loggers can view the notes but the client cannot. To a Suggest a Solution 1. Type in your suggested solution in the ‘Suggest Solution’ box, the second box under the ‘Solution’ section of the page. 2. Click ‘Suggest Solution’ to add the solution to the ‘Solution’ box. Note: All technicians (assigned for the specified call) , loggers and clients can view the suggested solution. If you are assigned as the ‘Lead Technician’ for the specified call you have permissions to Action the Call and Close the call. If you are not the lead technician for the specified call you can Vote to Action the Call and Vote to Close the call. The Close functions can only take place after the Action functions have been performed.
  • 19. Upon Actioning or Closing the call the Lead Technician can redefine to Problem and Solution according to their estimation of the correct Problem and Solution respectively. To Action a Call 1. Click ‘Action Call’. 2. Redefine the Problem and Solution as required. 3. Click ‘Action’. To Close a Call 1. Click ‘Close Call’. 2. Redefine the Problem and Solution as required. 3. Click ‘Close’.