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Help desk problem solving

Kimi Kurkinen. Help desk problem solving. Introduction. What is help desk? Help desk software The process of problem solving. What is help desk?. IT support Provides help with IT related problems Hardware Software Fixing problems Prevent problems from occurring. Help desk software.

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Help desk problem solving

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  1. Kimi Kurkinen Help desk problem solving

  2. Introduction • What is help desk? • Help desk software • The process of problem solving

  3. What is help desk? • IT support • Provides help with IT related problems • Hardware • Software • Fixing problems • Prevent problems from occurring

  4. Help desk software • A must-have • Used for: • Ticket system • Database • Communicating • Analyzing data

  5. Ticket system • Ticket • A file that contains information about a single problem • Tracking tickets • Automated messages / notifications

  6. Dokumentation and database • Tickets are savedinto database for later use • Stored information is used for: • Analyzing data and tickets • Creating helpful documents • Creating self service portal • Sometimes used to store other information as well

  7. Customization • Different needs for help desks  Different functions needed • Only use the parts you need • Example

  8. Solving a problem • Process is usually described in a flowchart • Four steps • Interacting with the customer • Prioritizing the problem • Fixing the problem • Finishing touch

  9. Step 1 – Interacting with the customer • Customer contacts the help desk • Creating the ticket • Customers can be difficult to deal with

  10. Step 2 – Prioritizing the problem • Every ticket needs a priority level • Depends on severity • There are four priority levels • Low • Medium • High • Critical

  11. Step 3 – Fixing the problem • Tickets are assinged to a worker • Some problems can be fixed instantly • Bigger problems require on-site repairs • It is important to keep the customers informed

  12. Step 4 – Finishing touch • Notify the customer • Documenting

  13. Summary • Help desks offers centralized IT support for customers • Help desks use higly customizable softwares • Tickets • Problem solving process can be devided into four steps

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