Provide first level remote help desk support

1. Provide First Level Remote Help
Desk Support
Analyze client support issues (01)
Gera
2019

2. Outlines
Analyze client support issues (01)
Provide advice on software, hardware or
network (02)
Obtain client feedback (03)
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3. Help Desk
What is a help desk?
• A help desk is a resource designed to provide end
users with information and assistance regarding
problems with computers and related devices or
software
• A help desk is an information and assistance resource
that troubleshoots problems with computers or
similar products. 3

4. Help Desk
•A Help Desk is a resource designed for IT users to
contact when they are having problems with
their IT services.
•Help Desks institute a multi-tiered
troubleshooting approach by having personnel
with extensive technical knowledge available. 4

5. Help Desk…
What standards should be implemented by a best practices Help
Desk?
• The most strategic method of implementing a Help Desk is to follow
Information Technology Infrastructure Library (ITIL) best practices.
• ITIL best practices Help Desk must include:
• Single point of contact (SPOC) for IT interruptions
• Computer or Software consultations
• Tracking capabilities of all incoming problems
• Problem escalation procedures
• Problem resolution
• There are many software applications to support the help
desk function. Some target the enterprise level help desk and
some target departmental needs. 5

6. Function Of Helpdesk
•It provides a single point of contact for users to
receive help on computer issues.
•It manages its requests via help desk software
•Information gained in areas such as technical
problems, user preferences and satisfaction can be
valuable for use in planning and preparation for
other units in information technology.
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7. Support Logbook
Log book: is a simple method of keeping track of the manufacturing process.
Advantages:
1. It allows the manufacturer to list every stage of making a product.
2. Logbooks are essential when a prototype is being made as it records all the
manufacturing problems and suggested solutions. This means that improvements
can be made to the manufacturing process. The product can then be manufactured on a
large scale.
3. During full scale manufacturing, problems/improvements are often discovered.
If they are noted/listed in a logbook the manufacturing process can be changed or
updated. This may include suggestions regarding saving manufacturing time which may
lead to reducing costs so that the product is cheaper for the customer to buy. The
logbook may suggest changing the way tools and equipment are used. A simple
improvement to the way a product is manufactured may lift the overall quality of the
finished product, attracting more customers.
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8. Support Logbook
Advantages:…
4. A good manufacturing log will outline every stage of making the product. This
means if the product is designed in one country (e.g. the UK) and manufactured in another
country (e.g. China), the manufacturing workers will be able to follow the logbook and
manufacture the product with few problems.
5. A logbook incorporates quality control procedures which means that the product is
constantly checked during its manufacture. This should ensure that the finished item is
manufactured to a high standard.
6. Keeping a logbook ensures that the workforceis fully engaged and feel valued. Often it is
the workers on the production line that have to deal with manufacturing problems and find
solutions quickly. Management often reward workers for good suggestions regarding improving
the manufacturing process and consequently the overall quality of the final product improves.
7. A logbook plays a significant part in keeping a factory efficient, productive and
competitive. If a factory is not able to compete with a rival factory manufacturing the same
product, it will eventually become unprofitable and shut.
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9. Support Logbook…
• The five important things that should be included in a Helpdesk
Support logbook
• Problem
• Solution
• Who see the problem
• Time and date
• Source of the problem
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10. Elements For Help Desk Support
Four main component of Help Desk support are:
• Process
• Technology
• Information
• People
Efficient Help support requires:
• 24/7 help desk support availability
• Featured Phone System
• Professional staffed help desk
• All raised ticket information 10

11. What Help Desk Support Must Include
• Notification Management
• Service Provider
• Automatic task identification
• Secured remote access
• Supervisor
• Efficient Cost
• Great user Experience
• Facility to assign, track and scale issues
• Secure client Information Access 11

12. Hierarchy of Help Desk (Level of Users)
12

13. Provide First Level Remote Help
Desk Support
Provide advice on software, hardware or network (02)
Gera
ToCourseInfo@gmail.com
2019

14. Providing Support and Support Log
• Create software Support log using a spreadsheet or a
database.
• A support log can be created using different software,
spreadsheet table or databases.
• If a spreadsheet is used it should look something like the table shown below and
in addition to the logical data validation and formatting of appropriate cells, it
should use a filter on the "Topic area" column to enable a quick look up by other
support desk operators on topics to see how similar problems were dealt with
before.
• If a database is used you should use fields similar to the items shown in the table
below. Only create the table with appropriate data validation, data validation text
messages, text length and other appropriate field settings in the database. It should
also contain at least ONE query to display all entries of a particular "Topic" to
enable a quick look up by other support desk operators. 14

15. Support Logbook
15
Log
ID
Date-
Time
logged
Name
of client
Address
of
client
Problem
determined
Department Priority Advice
offered
Action
taken
Date-Time
issue
resolved
Client
Feedback

16. Determine Client Identity
•Client identity: an identity you assign for your
clients.
•It enables you to identify your clients and previous
data on your logbook.
•This will help you to refer previous records (what
requests you received & what actions you take)
easily.
• Therefore, when you record requests you have to
assign/determine identity to your client.
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17. Determine The Problem
•When you receive a request, you have to
collect full information about the request
(problem).
•To solve a problem, first you have to identify
what really the problem or case requested is.
•To do so, try to collect the necessary
information from your client. For example,
the causes, time, symptom, etc. 17

18. Record Client Details
•Record client details, time of request, quick &
concise identification of problem
•Listed below are four different requests for help
received by request form, by telephone and in
person.
•Record each into your Support Logbook
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19. Record Client Details…
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R1 by request form: Its 7:40 am and ROMAN AYALEW from accounts
department is not able to print over the network. She asks if you can show
her how to install a network printer on a network. Reports from her
department need to be printed out next week.
R2 by telephone: Its 7:40 am and DAWIT SOLOMON in the finance department has found Spider solitaire
(game) failed. He is in hurry to play game.
R3 by request form: Its 9:00 am and MARY wants to know how to add password protection to some word
processor documents to be sent to someone over the internet. These documents have to be sent
before the end of business hours today.
R4 in person: Its 1:00 pm and TOLERA GEMECHU client wants to know how to transfer pictures from a
digital camera into a computer. He needs to do this before the end of the today as the camera needs
to be passed onto someone else tonight.

20. Record Priority and Support
Record priority of support to be given to clients
and notify client
•Give priority to the problems recorded based on
emergency, time, type of problem, etc. it helps you
which should be done first, second, etc.
Provide support to clients
•After you receive request from your clients and
record on your support logbook, it is time to
provide solution for each problem.
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21. Document Support Given To Client
•Every time you provide support to your
clients, you should record your best practice
this record is known as Documentation.
•Documentation is used to make the technical
know-how and product history available.
•Record each step or procedure of best
practice you follow in providing support.
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22. Obtain Feedback
Obtain feedback from client on support given
and update records accordingly
•You have to collect feedback from your clients
how your client is satisfied on your support.
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23. Providing Support and Support Log
1. Design an appropriate support logbook
using MS-Excel and MS-Access and
Document at least 30 requests on your
logbook.
2. Assume you support your client and
Document you provide support to your
clients (for the above first five requests),
record each step or procedure of best
practice you follow in providing support. 23
Review
Questions 1

24. Provide First Level Remote Help
Desk Support
Obtain client feedback (03)
Gera
ToCourseInfo@gmail.com
2019

25. Providing detailed client support for one problem
1. Determine the nature of the problem: Describe the problem in
your own words.
• Also describe what is lacking in terms of hardware, software,
training, etc.
2. Determine a solution to the problem: Research, determine and
then describe a possible solution to the problem.
• List in particular all the things required to solve the problem such as
new hardware, new software, training, new furniture and fittings,
etc. that may be required.
• It is strongly recommended that you discuss this with someone. For
example, the IT support staff of this school have kindly agreed to
visit our classroom at least once each session. Incorporate worthy
suggestions into your solution design. 25

26. Providing detailed client support for one problem…
3. Seek client approval: Discuss your suggested solution with your teacher or
appropriately skilled adult or at least one other student of this course and
seek their approval to go ahead with the solution (and suggestions if any were
made). Some feedback must be obtained and recorded under the heading of
"Client approval for solution".
4. Implement the solution: Research, determine and then describe the
implementation of your solution.
5. Documentation: Discuss with your teacher or appropriately skilled adult or
at least with one other student of this course and seek their suggestions and
advice on documentation needs of your client in the operation of the new
system you have installed. Produce this documentation. E.g. brief user
manual. 26

27. Providing detailed client support for one problem…
6. Provide face-to-face instruction: Create a "lesson plan" with supporting material
to help you provide face-to-face instructions to a client, based on the documentation
created earlier. Conduct this "lesson" (tutorial) with a client, your client could be your
teacher or appropriately skilled adult or at least with one other student of this
course. Supporting material can come in many alternative forms and can contain one
or more of the following examples; hand out, PowerPoint presentation, summary
sheet, written activities to complete, practical activities to complete, tests, role play,
oral quiz, viewing a multimedia file, listening to a recording, playing a game based on
the topic covered, etc.
7. Seek client feedback and suggestions on improvements: Create a purpose built
feedback form with a small number of questions (multiple choice are simplest for
client) that asks for feedback on this face-to-face instruction. Give this feedback form
to your client after the face-to-face lesson, you may need to go over this form with
them or assist them to fill it out. Some feedback for the "lesson" conducted with your
client must be obtained and recorded via this feedback form and handed in as your
answer to this question.
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28. End
Gerabirhan Paulos
ToCourseInfo@gmail.com
2019