1 Everything You Ever Wanted to Know About the Technology Help Desk* *but were afraid to askHelp Desk ESPRIT - 2010
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 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 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 ESPRIT - 2010Functions• A typical help desk provides the users a single point of contact, to receive help on various computer issues.
12 ESPRIT - 2010Application team• Development of any in-house software• Software bugs• Requests for new features or capabilities to in- house software
13 ESPRIT - 2010Technician team• Solve many help desk issues from another location or their home office• Audit workstations
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 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 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 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
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 ESPRIT - 2010• Thank you for joining us for this presentation today…