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Help Desk Presentation 09202009

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This success story is an accomplishment of team effort with our IT Management , the development group

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Help Desk Presentation 09202009

  1. 1. Help Desk Technical Support Your complete passport to resources . <ul><li>Prepared, By Leon Blum </li></ul>
  2. 2. Purpose <ul><li>To provide an organizational structure that will effectively support our employees, and to ensure orderly reporting of problem resolutions . </li></ul>
  3. 3. Objectives <ul><li>Provide one central point of contact for problem resolution and inquiry. </li></ul><ul><li>Provide one centralized problem management system. </li></ul><ul><li>Provide high level of technical expertise to support our employees . </li></ul>Centralized Problem Management
  4. 4. Service <ul><li>. Provide day-to-day support that will include problem receipt: date, time, description of the problem, and its resolution. </li></ul><ul><li>Maintain a database history. This database will provide us with information to measure the service level . </li></ul>
  5. 5. Contact Information Available 24 x 7 Direct phone contact
  6. 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. 7. Structure <ul><li>Help Desk (Level 1) </li></ul><ul><li>Tech Support specialists (Level 2 ) </li></ul><ul><li>Vendor Tech Support (Level 3 ) </li></ul>
  8. 8. Severity Definitions Call back response -Will Vary- <ul><ul><li>High - System down or application is inoperative </li></ul></ul><ul><ul><li>Medium - High impact condition associated with an application or an hardware problem. </li></ul></ul><ul><ul><li>Low - Application performance, or an intermittent low-impact condition associated with software problem or user question . </li></ul></ul>
  9. 9. Escalation Process Help Desk Tech Support Application <ul><li>Help Desk </li></ul><ul><li>Tech Support Mgr </li></ul><ul><li>Application Mgr </li></ul><ul><li>Chief Info Officer </li></ul>
  10. 10. Gathering Information <ul><li>Name , Phone, Location and computer name . </li></ul><ul><li>Hardware and software. </li></ul><ul><li>Screen shots of the error message . </li></ul><ul><li>Information required </li></ul>
  11. 11. Gathering Information. ( cont’d.) <ul><li>Name of the operating system </li></ul><ul><li>Name of the application </li></ul><ul><li>Detailed description of the problem </li></ul><ul><li>Was a change made ? </li></ul>
  12. 12. Help Desk <ul><li>Insure that all the information is accurately recorded. </li></ul><ul><li>Perform level-1 problem resolution within 20 minutes time frame. </li></ul><ul><ul><li>Escalate to management , if the problem impacts the bank’s business. </li></ul></ul><ul><ul><li>Track tickets to insure that they are resolved on time . </li></ul></ul><ul><ul><li>Perform level-2 problem resolution for selected applications. </li></ul></ul><ul><ul><li>Perform on-site services in case of an emergency . </li></ul></ul>
  13. 13. Support Tools <ul><li>Knowledge base for employees to resolve their own problems </li></ul><ul><li>Internet Support Web pages. “Google” </li></ul><ul><li>In-house troubleshooting database. </li></ul>
  14. 14. Communication Keys <ul><li>Work to establish accurate expectations with employess and technical support groups. </li></ul><ul><li>Forward escalations to technical support managers, if business is affected . </li></ul>
  15. 15. Features and Benefits <ul><li>Questions and problems will be logged on-line. </li></ul><ul><li>Cost control, by not waiting on the phone . </li></ul><ul><li>Notification of employees by email when tickets require additional information, and also, when tickets are resolved. </li></ul><ul><li>Multiple screens will provide employees with history of opened </li></ul><ul><li>and closed tickets. Ticket activity will be viewable work progresses. </li></ul>
  16. 16. Features and Benefits (cont’d) <ul><li>Will provide audit trail of problems and resolutions </li></ul><ul><li>System will be used to track and monitor recurring problems. </li></ul><ul><li>Employees will be able to communicate electronically via email to </li></ul><ul><li>inquire about the status, and to see the progress as the ticket is updated. </li></ul>
  17. 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 2002 . Leon Blum. Project Manager.

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