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  • 1. 1 Everything You Ever Wanted to Know About the Technology Help Desk* *but were afraid to askHelp Desk ESPRIT - 2010
  • 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 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 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 ESPRIT - 2010Functions• A typical help desk provides the users a single point of contact, to receive help on various computer issues.
  • 6. 6 ESPRIT - 2010Help desk structure
  • 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 ESPRIT - 2010Deskside team• Desktops• Laptops• Peripherals ▫ PDAs. ▫…
  • 9. 9 ESPRIT - 2010Network team• Network services• Network software• Hardware• Infrastructure ▫ Servers ▫ Switches ▫ backup systems ▫ Firewalls.
  • 10. 10 ESPRIT - 2010Server team• Servers within the organization ▫ Active Directory ▫ Network Shares ▫ Network Resources ▫ Email accounts• Advanced services ▫ SQL ▫ Microsoft SharePoint
  • 11. 11 ESPRIT - 2010Telecom team• Phone infrastructure ▫ PBX, ▫ Voicemail ▫ VOIP ▫ telephone sets ▫ modems ▫ fax machines
  • 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 ESPRIT - 2010Technician team• Solve many help desk issues from another location or their home office• Audit workstations
  • 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 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 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 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. 18ESPRIT - 2010
  • 19. 19 ESPRIT - 2010Demonstration
  • 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 ESPRIT - 2010• Thank you for joining us for this presentation today…