0
1   Everything You Ever Wanted to Know     About the Technology Help Desk*                          *but were afraid to as...
2                                  ESPRIT - 2010Outline•   What’s a help desk anyway…?•   Functions•   Help desk structure...
3                                  ESPRIT - 2010Introduction• The spread of information technology and  change in society•...
4                                ESPRIT - 2010What’s a help desk anyway…?• Help desk is a broadly applied term referring t...
5                                  ESPRIT - 2010Functions• A typical help desk provides the users a single  point of conta...
6                      ESPRIT - 2010Help desk structure
7                                ESPRIT - 2010The Three Service Levels of a HelpDesk System• End User• Hotline (Level 1)• ...
8                ESPRIT - 2010Deskside team• Desktops• Laptops• Peripherals ▫ PDAs. ▫…
9                         ESPRIT - 2010Network team•   Network services•   Network software•   Hardware•   Infrastructure ...
10                                    ESPRIT - 2010Server team• Servers within the organization ▫   Active Directory ▫   N...
11                         ESPRIT - 2010Telecom team• Phone infrastructure ▫   PBX, ▫   Voicemail ▫   VOIP ▫   telephone s...
12                                  ESPRIT - 2010Application team• Development of any in-house software• Software bugs• Re...
13                               ESPRIT - 2010Technician team• Solve many help desk issues from another  location or their...
14                                   ESPRIT - 2010Benefits of a Help Desk• Technicians do not have to re-derive solutions ...
15                                 ESPRIT - 2010Kinds of Cases• Approved cases• Opened cases (everyone can see)• These cas...
16                                     ESPRIT - 2010User and Roles• Help desk operator ▫ Lowest access rights ▫ Use applic...
17                              ESPRIT - 2010Client/Server Architecture• Allows all users to get the same up to date  info...
18ESPRIT - 2010
19                ESPRIT - 2010Demonstration
20                                   ESPRIT - 2010Summary• Help desk systems ▫ help solve problems faster ▫ give more peop...
21                              ESPRIT - 2010• Thank you for joining us for this presentation                             ...
Upcoming SlideShare
Loading in...5
×

Help desk

1,137

Published on

Published in: Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,137
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
144
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Transcript of "Help desk"

  1. 1. 1 Everything You Ever Wanted to Know About the Technology Help Desk* *but were afraid to askHelp Desk ESPRIT - 2010
  2. 2. 2 ESPRIT - 2010Outline• What’s a help desk anyway…?• Functions• Help desk structure• Benefits of a Help Desk• User and Roles• Client/Server Architecture
  3. 3. 3 ESPRIT - 2010Introduction• 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.
  4. 4. 4 ESPRIT - 2010What’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.
  5. 5. 5 ESPRIT - 2010Functions• A typical help desk provides the users a single point of contact, to receive help on various computer issues.
  6. 6. 6 ESPRIT - 2010Help desk structure
  7. 7. 7 ESPRIT - 2010The Three Service Levels of a HelpDesk System• End User• Hotline (Level 1)• System Administrator, Application Specialists (Level 2)• Maintenance and OEMs (Level 3)
  8. 8. 8 ESPRIT - 2010Deskside team• Desktops• Laptops• Peripherals ▫ PDAs. ▫…
  9. 9. 9 ESPRIT - 2010Network team• Network services• Network software• Hardware• Infrastructure ▫ Servers ▫ Switches ▫ backup systems ▫ Firewalls.
  10. 10. 10 ESPRIT - 2010Server team• Servers within the organization ▫ Active Directory ▫ Network Shares ▫ Network Resources ▫ Email accounts• Advanced services ▫ SQL ▫ Microsoft SharePoint
  11. 11. 11 ESPRIT - 2010Telecom team• Phone infrastructure ▫ PBX, ▫ Voicemail ▫ VOIP ▫ telephone sets ▫ modems ▫ fax machines
  12. 12. 12 ESPRIT - 2010Application team• Development of any in-house software• Software bugs• Requests for new features or capabilities to in- house software
  13. 13. 13 ESPRIT - 2010Technician team• Solve many help desk issues from another location or their home office• Audit workstations
  14. 14. 14 ESPRIT - 2010Benefits 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
  15. 15. 15 ESPRIT - 2010Kinds of Cases• Approved cases• Opened cases (everyone can see)• These case are separated into a case buffer (opened) and a main case base (approved)
  16. 16. 16 ESPRIT - 2010User 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
  17. 17. 17 ESPRIT - 2010Client/Server Architecture• Allows all users to get the same up to date information• Eases the maintenance of the domain model and the case base
  18. 18. 18ESPRIT - 2010
  19. 19. 19 ESPRIT - 2010Demonstration
  20. 20. 20 ESPRIT - 2010Summary• 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
  21. 21. 21 ESPRIT - 2010• Thank you for joining us for this presentation today…
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×