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How to use the HEAT helpdesk call-logging software
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- 3. First Level Support •Takes and logs ICT queries and faults from our customers • via email, telephone and fax • Support our customers with First Contact Resolution to their problem whenever possible
- 4. Higher Level Support eg.Second Level Support • Dedicated units with particular specialties responsible for solving ICT problems, or performing ICT service requests that are beyond the authority, skills or time allowance of First Level Support officers
- 5. SLA Service Level Agreement •The contract between our customers and us as their service provider (ICT Services, Department of Health) • The SLA records the responsibilities, expectations and priority of service for the resolution of our customers’ ICT issues
- 7. JoeCustomer Joe Customer8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11
- 8. JoeCustomer Joe Customer8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11 Write verbatim as the customer describes their computer related problem to you. Give as much additional information as you can to support any other second level support units with this job. This field is also important for tracking the customer’s history.
- 9. Write verbatim asthe customer describes their computer related problem to you. Give as much additional information as you can to support any other second level support units with this job. This field is also important for tracking the customer’s history. JoeCustomer Joe Customer 8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11 Increase customer satisfaction with their service by detailing all trouble-shooting and problem-solving investigated during first contact with the customer. This ensures our second level support does not waste our customer’s time and patience repeating the same steps.
- 10. Increase customer satisfactionwith their service by detailing all trouble-shooting and problem-solving investigated during first contact with the customer. This ensures our second level support does not waste our customer’s time and patience repeating the same steps. JoeCustomer Joe Customer 8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11 Write verbatim as the customer describes their computer related problem to you. Give as much additional information as you can to support any other second level support units with this job. This field is also important for tracking the customer’s history. Service RequestInformation RequestFault
- 11. JoeCustomer Joe Customer8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11 Write verbatim as the customer describes their computer related problem to you. Give as much additional information as you can to support any other second level support units with this job. This field is also important for tracking the customer’s history. Increase customer satisfaction with their service by detailing all trouble-shooting and problem-solving investigated during first contact with the customer. This ensures our second level support does not waste our customer’s time and patience repeating the same steps. Desktop personal computer Configuration problem Fault
- 12. JoeCustomer Joe Customer8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11 Write verbatim as the customer describes their computer related problem to you. Give as much additional information as you can to support any other second level support units with this job. This field is also important for tracking the customer’s history. Increase customer satisfaction with their service by detailing all trouble-shooting and problem-solving investigated during first contact with the customer. This ensures our second level support does not waste our customer’s time and patience repeating the same steps. Desktop personal computer Configuration problem Fault Medium Low
- 13. Write verbatim asthe customer describes their computer related problem to you. Give as much additional information as you can to support any other second level support units with this job. This field is also important for tracking the customer’s history. JoeCustomer Joe Customer 8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11 Increase customer satisfaction with their service by detailing all trouble-shooting and problem-solving investigated during first contact with the customer. This ensures our second level support does not waste our customer’s time and patience repeating the same steps. Fault Desktop personal computer Configuration problem Medium Low Telephone This is a short summary of the job which will appear immediately in a queue for second level support to action
- 14. JoeCustomer Joe Customer8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11 Write verbatim as the customer describes their computer related problem to you. Give as much additional information as you can to support any other second level support units with this job. This field is also important for tracking the customer’s history. Increase customer satisfaction with their service by detailing all trouble-shooting and problem-solving investigated during first contact with the customer. This ensures our second level support does not waste our customer’s time and patience repeating the same steps. Fault Desktop personal computer Configuration problem Medium Low This is a short summary of the job which will appear immediately in a queue for second level support to action Telephone
- 15. JoeCustomer Joe Customer8800 0089 HEALTH ICT Central ICT Services Joe.Customer@health.sa.gov.au Computer ID #8889 1111 North Terrace, Adelaide 11 Write verbatim as the customer describes their computer related problem to you. Give as much additional information as you can to support any other second level support units with this job. This field is also important for tracking the customer’s history. Increase customer satisfaction with their service by detailing all trouble-shooting and problem-solving investigated during first contact with the customer. This ensures our second level support does not waste our customer’s time and patience repeating the same steps. Fault Desktop personal computer Configuration problem Medium Low This is a short summary of the job which will appear immediately in a queue for second level support to action Telephone
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Editor's Notes
- #2Â Good morning Sam, Natalie, Kate and Angelo.Welcome to your new role with the team of the ICT Central Helpdesk.We, as part of the customer service branch, of ICT Services, for the Department of Health, are directly responsible for working for, and providing a professional customer service, to the Health professionals using any form of public service information technology infrastructure, hardware or software, in the course of their business, or practice.You will be fulfilling what may be considered a dual role.As both a customer service representative of the department,and concurrently an information technology officer with competency in the skills and knowledge of an IT or ICT professional.
- #3Â You will be fulfilling what may be considered a dual role. As both a customer service representative of the department, and concurrently an information technology officer with competency in the skills and knowledge of an IT or ICT professional.[slide2] ICT is the industry acronym for Information & Communication Technologyand similarly IT is used instead of Information TechnologyThere are considered minimal differences between the two terms, however ICT includes technological peripherals such as electronic phones, mobile phones and personal digital assistants (PDAs), fax machines, advanced uses of email, web-based and network messaging systems.As we support the telecommunications division of the Department of Health, you are a part of the ICT Central Helpdesk unit.The ICT Central Helpdesk supports 7,000 Health department officers, from 400 sites across South Australia.We receive and log 1,500 requests for service and support every week from administrative staff, doctors, nurses and patient clinics, hospitals, network infrastructure sites.
- #4 The ICT Central Helpdesk supports 7,000 Health department officers, from 400 sites across South Australia. We receive and log 1,500 requests for service and support every week from administrative staff, doctors, nurses and patient clinics, hospitals, network infrastructure sites.[slide3]First Level Support is the first point of contact our customers turn to within the department, for assistance with computer related service and information requests, and to report faults.First Level Support – takes and logs ICT queriesand fault reports directly from our customersOur primary methods of receiving requests are via email, telephone and faxhowever many of our customers will soon be usingan internet web-based self-service system,to report and log their ICT requests for assistance.And First Level Support – supports all our customers with First Contact Resolution to their problem if possibleWe support our customers with immediate First Contact Resolution for 40% of their ICT issues, and immediately assign the remainder to dedicated Second Level Support units within the department.
- #5 We support our customers with immediate First Contact Resolution for 40% of their ICT issues, and immediately assign the remainder to dedicated Second Level Support units within the department.[slide4]Higher level support – eg. Second Level Support - dedicated units with particular specialties responsible for solving IT problems or performing IT service requests that are beyond the skills, authority or time allowance of First Level Support officersWe proactively develop our knowledge and understanding of current systems, hardware and software in use throughout the state’s Health department sites.In our role we provide liaison, follow-up and chasing up of outstanding ICT jobs for our customers, ensuring our Service Level Agreement to them is exceeded as often as possible.SLA = Service Level Agreement is the contract between our customers and us as their service provider (ICT Services, Department of Health). The SLA records the responsibilities and expectations of service and priority for the resolution of our customers’ ICT issues.
- #6 SLA = Service Level Agreement is the contract between our customers and us as their service provider (ICT Services, Department of Health). The SLA records the responsibilities and expectations of service and priority for the resolution of our customers’ ICT issues.[slide5]With your addition to our team, we now have twelve full time first level support staff on roster, that are primarily responsible for supporting our customers with information technology requests.Most importantly, first level support is the only conduit between our customers and higher level support.In our first session today, we are going to orientate and train you in the use of our call-logging software (the Heat database).Our call-logging software serves several important purposes:Maintains a record of our time spent supporting our customers(This allows us to quantify our valueto the information technology systemwhich supports all health related sitesthroughout the state)(ie. accurate call loggingensures we have the budgetto employ you)
- #7 (This allows us to quantify our value to the information technology system which supports all health related sites throughout the state)(ie. accurate call logging ensures we have the budget to employ you)[slide6]It maintains a categorized historyof the support given to our customers(This allow us to accurately reporton recurring major and minor issuesaffecting the ICT infrastructure of the department)and finally the Heat database allows for rapid transmission of accurate informationon individual ICT issues,to on-the-ground support staffaround the state.For our needs, the Heat database has a single form interface, into which we enter all the information we can gather or guess from our customer’s verbal or written description of their request.This interface can be broken up into a sequential series of fields which we will slowly go through now.A detailed written procedural guide will be provided to each of you later today.
- #8 This interface can be broken up into a sequential series of fields which we will slowly go through now.A detailed written procedural guide will be provided to each of you later today.[slide7]The customer profileThis appears at the top of the form (the header section) and is the first and most important section to fill in.The customer profile includes the:Customer’s identity; name, agency, unit and branchand contact details including phone number, email address and physical locationThese details must be kept up to date and accurate in the database to ensure support units can find, confirm, act and follow up to resolve the customer’s request promptly.This section is to be filled in by you immediately before logging the ICT job, querying each and every customer who registers a request with us to confirm or update existing details, and fill in any blanks.
- #9 This section is to be filled in by you immediately before logging the ICT job, querying each and every customer who registers a request with us to confirm or update existing details, and fill in any blanks.[slide8]Additional information This memo field has the advantage of being able to store all characters including carriage returns and is effectively unlimited in character space. As a memo field the additional information can contain up to 70,000 characters, that’s 14,000 words or a literary short story.Write verbatim into this field as the customer talks to you, describing the problem or request in their own words.This gives our ICT support units as much information as possible and can enable them to read-between-the-lines, including identifying potential causes for the fault including the lack of our customer’s own ICT literacy skills.You can determine if your customer is IT literate by carefully describing an easy computer procedure for them to follow (as part of your trouble-shooting investigations), and seeing if your customer can work with the instructions effectively.
- #10Â You can determine if your customer is IT literate by carefully describing an easy computer procedure for them to follow (as part of your trouble-shooting investigations), and seeing if your customer can work with the instructions effectively.[slide9]JournalsDescribe this and any other trouble-shooting and problem-solving investigations worked through with your customer into the journal.Ensure you only spend 3-5 minutes per job on trouble-shooting and investigating a problem during first contact, to ensure our other customers are not disadvantaged and left waiting on the phone or for their emailed requests to be logged.Detailing your actions thoroughly and accurately enables our second level support units to immediately investigate deeper causes to the issue, and prevents us from wasting our customers and our own time duplicating the same procedures.Proper use of the Additional Information and Journal fields increases customer satisfaction as they are assured our left hand does talk to our right hand.
- #11Â Proper use of the Additional Information and Journal fields increases customer satisfaction as they are assured our left hand does talk to our right hand.[slide10]Call type categoryWe have three main categories of call type.Service requestinformation requestfault reportThe type of call is selected by you, identified by the style of written or verbal request described by your customer.Service requests include any installations, upgrades or replacements of existing computer technology, including software, hardware, or information stored as data in an application or on a website.Information requests are often handled during first contact, but for detailed technical or policy information, are forwarded to the most knowledgeable second level support unit for the underlying technology.Faults are categorized as anything which is not working the way it should, or for something that is identifiably broken.In resolution terms, service and information requests are more easily handled by new staff, faults requiring advanced experience and knowledge to resolve.
- #12 In resolution terms, service and information requests are more easily handled by new staff, faults requiring advanced experience and knowledge to resolve.[slide11]Service categoryAgain this is a judgment call for categorization by yourself as the call logger.Service categories include hardware, software, websites, email and web-messaging, department specific applications and telecommunications.These service categories are further subcategorized as installations or upgrades, removals and restorations, unexplained technological bugs or configuration changes, viruses and spam.Together the category, service category and subcategory can give the ICT support units a fairly obvious “type” of ICT request for the customer, desiring a resolution.The results of the category entries, are used for summarized reports, on the total number of ICT issues, experienced throughout the department.These reports enable the whole ICT Services division to identify and focus on ensuring the manpower, support, training and equipment is always ready and available to maintain the ICT services standards in the department of Health at a functional level that is useful to our customers.
- #13 These reports enable the whole ICT Services division to identify and focus on ensuring the manpower, support, training and equipment is always ready and available to maintain the ICT services standards in the department of Health at a functional level that is useful to our customers.[slide12]Priority (impact and urgency)These categories are to be selected by identifying the tone of the customer’s written or verbal request, combined with the number of persons affected by the issue, and any business deadlines approaching.Impact defines the total number of customers affected by any given single issue.Urgency denotes the need for immediacy in attention and resolution for the issue but is considered separately and independent from the impact.The final priority of any job is determined by an algorithmic calculation taking into account both the impact and urgency of the logged request.Recurring issues are manually given higher priority, and the customer themselves may certainly request higher priority for their request which we enter both here, and in the Additional Information field as part of the verbatim recording of the customer’s request.Our second level support units action and resolve higher priority jobs and requests which are approaching a breach of our Service Level Agreement before any others.
- #14 Our second level support units action and resolve higher priority jobs and requests which are approaching a breach of our Service Level Agreement before any others.[slide13]Short descriptionThis limited character field is for you to write a concise summary of the customer’s ICT request now that you have gathered and categorized the job as fully as possible.The summary immediately appears in a tabular listed format as a progressive job queue, individually grouped for each specific second level support unit.As initially this (and the job categorization) is the only part of the next job in the queue our second level officers can see,it is extremely important that the next available officer can identify enough about the job from the short description to prepare their activity and trouble-shooting procedures for the customer before opening the job.
- #15Â it is extremely important that the next available officer can identify enough about the job from the short description to prepare their activity and trouble-shooting procedures for the customer before opening the job.[slide14]Assignment groupAn assignment group defines a specific second level support unit, for example;Desktop hardware support unittelecommunicationssoftware licensingwebsite developmentHealth department specific application supportor for a specific metropolitan or local country ICT support unitsAlthough this is the last field to be selected, immediately after you have diagnosed an inability for first level to resolve the request due to lack of knowledge, access or after the maximum first contact resolution time has been reached.It is extremely important this field is assigned correctly to ensure prompt action by second level support.If you are unsure of the correct assignment group ASK; and you can also investigate by using the knowledge base search engine and customer history looking for similar issues from their past.
- #16 If you are unsure of the correct assignment group ASK; and you can also investigate by using the knowledge base search engine and customer history looking for similar issues from their past.[slide15]Always remember, we are an integral part of the customer services branch for the Department of Health, so it is extremely important our customers are not disadvantaged by incorrectly logged, inadequately detailed, and improperly assigned jobs sitting in queues awaiting resolution.The health of someone you know may be at risk.If you have any questions ensure you ask myself, or any other senior member of our team (Erika, Justin or Emily) who you feel comfortable with, for help at any time.Do you have any questions about anything I have just covered? ---eye contact with each person---Okay, now we’ll move on to some practice call logging on a test database we have set up for you, with the same interface as you’ve just been viewing.Welcome to the team.
- #17 Do you have any questions about anything I have just covered? ---eye contact with each person---Okay, now we’ll move on to some practice call logging on a test database we have set up for you, with the same interface as you’ve just been viewing.Welcome to the team.[slide16]