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Information Technology Services

Information Technology Services. IS 8826 Support and Help Desk System at Company ABC Rachna Kumar. Objectives. What is a Help Desk? System Development Cycle at Company ABC Structure of Support Unit at Company ABC Performance tracking of Support Survey Support Process at Company ABC

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Information Technology Services

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  1. Information Technology Services IS 8826 Support and Help Desk System at Company ABC Rachna Kumar

  2. Objectives • What is a Help Desk? • System Development Cycle at Company ABC • Structure of Support Unit at Company ABC • Performance tracking of Support Survey • Support Process at Company ABC • Support Unit Responsibilities • User Survey Result • Questions??

  3. Help Desk and Support Unit • A help desk can be described as a centralized point of contact for users to request technical support or other system related issues. • Types of help desk: • Formal help desk • Hotline • E-mail and Internet • No formal help desk

  4. System Development Cycle in Company ABC • Why it was needed? • Make the manual process easier • Increase efficiency and productivity • Who did it? • 2 people in phone sales department took the initiative • 1992 all process was manual • A UNIX platform was used to create a integrated screen to enter information

  5. System Development Cycle in Company ABC • 1993 a reporting system was added to analyze information • 1994 WAN functionality was added • Team of 6 people - 1994 • Increased productivity resulted in a rapid growth • Late 1994 Predictive dialing was used

  6. Phone-Sale system in Company ABC - 1993

  7. Phone-Sale system in Company ABC - 1993

  8. Structure of Support Unit in Company ABC

  9. Performance Tracking

  10. Support System at Company ABC

  11. Support System at Company ABC

  12. Support Unit Responsibilities • Production Support • Planning and Implementation • Control and Compliance • Information Retention • Expense Management • Change Control • Break & Fix • User Support • Capacity Planning • Technology Review

  13. Support Unit Responsibilities VS. User Perception • Actual • Production Support -10% • Planning and Implementation- 15% • Control and Compliance -50% • Information Retention - 5% • Expense Management • Change Control • Break & Fix • User Support • Capacity Planning • Technology Review • User Perception • Password and Login Reset • System Support / trouble shooting • Set up VTC • Auditorium Management • LAN/WAN issues • Inventory Control • Compliance • Software management 20%

  14. User Survey Result

  15. Conclusion • Upper management support • Educate User • User should be sensitive about support unit responsibilities

  16. Questions??

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