The document discusses help desks and their purpose as a centralized support resource for end users. It describes help desks as having multi-tiered support systems to handle both routine and exceptional challenges. The goals of help desks are to transfer knowledge to end users, restore IT systems through troubleshooting, and improve user experience. Help desks use ticketing systems, tracking, documentation, and escalation procedures across various support levels.

1. Help Desk (Assignment-2)
Presentation by Ratan Mohapatra

2. Help Desk
Centralized resource of support for end-user
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• Call Centre
• Computer Support Centre
• IT Response Centre
• Customer Support Centre
• Resource Centre
• Information Centre
• Technical Support Centre

3. Single point of contact (SOC)
• technical information
• support
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End -user
IT
Products/ Services

4. Multi-tiered support system
“qualified” team
handle routine and exceptional challenges
in an IT environment
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5. Goals of Help Desk
• knowledge transfer to end-user
• Restore IT systems by troubleshooting and problem solving
• For a better user experience (UX)
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6. Sustainable IT environment
• Architecture
• Research of (“need”, “solutions”)
• Planning (resources)
• Implement
• Manage
• Administer
• Troubleshoot and servicing
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7. Help Desk Engine
• Ticketing System
• Tracking
• Documentation
• Escalations
• Levels of support
• Teams
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1. Time
2. Resource (physical & Intellectual) Management

8. Levels of HD- “0”
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Automated
• Response to Frequently Asked Questions
• Password reset
• Web based (ITIL) support
• Knowledge base look up

9. Levels of HD- “1”
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Help Desk represented by an agent
• Call filtering
• Ticket Routing & Escalations
• Basic Troubleshoot & support
• Gather and document information
• Preliminary analysis of symptoms
• Determine the best way of resolution

10. Levels of HD- “2”
Desk side team:
• Bench repairs
• Virus / Spyware Cleanup
• Setting up Desktops, Mobile Devices and Applications
• Printing problems
• Computer performance issues
• Attend to escalations and/or Escalate to higher level
• Solve known issues / authorised research & implementation of fixes
• End-user training
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11. Levels of HD- “3”
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• Highest expertise in support
• Troubleshooting
• Configuration
• Database Administration
• Infrastructure Issues:
• Servers
• Network
• Data Centre, Email, File shares

12. Network and Server Teams (Level 3)
• Network infrastructures: software & hardware
• Servers, Switches, Routers
• Network services:
• Email configurations
• File management & Back up
• Network Security, Firewalls
• Network monitoring tools:
• Open source
• Proprietary
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13. Levels of HD- “4”
• Outside the organisation
• Issues related to specialised products or services
• vendor specific hardware and software
• Printer/Copier maintenance and repairs
• Heavy equipment
• Depot
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14. Other Teams
• Specialised products and services
• PBX
• VOIP
• Modems
• Fax Machines
• Moving telephone numbers
• Voice mail
• Custom software
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15. Help Desk Software
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Open source:

16. ITIL (IT Infrastructure Library)
• A systematic approach
• Embedded in most HD systems (BMC Trac IT)
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17. Help Desk Institute (HDI)
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http://www.thinkhdi.com/

18. Best Practices- non technical
• Cordial greeting
• Explain your protocol of troubleshooting
• Direct line of communications
• Take Ownership
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19. Best Practices- technical
• Meaningful technical documentation (notes)
• Prepare yourself (read ticket notes)
• Investigate previous cases (history)
• Escalate when the issue is beyond your limits
of expertise
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20. Best Practices- Miscellaneous
1. Understand policies
2. Market
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21. Acknowledgements
• Jawad Safari (study notes)
• www. wikipedia.org
• http://www.golime.co (graphics & concepts)
• ……………………
• NSP gang { batch Mar 23 2015 }
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