A Successful Help Desk A Successful Help Desk Process for all IT Process for all IT

SupportSupportVicky Gerik, Director of Distributive Systems and ServicesMelinda Sanson, Training and Support Specialist

Copyright Vicky Gerik, ITS Director of Baylor University and

Melinda Sanson, Training and Support Specialist, Baylor

University.

This work is the intellectual property of the authors. Permission is

granted for this material to be shared for non-commercial,

educational purposes, provided that this copyright statement

appears on the reproduced materials and notice is given that the

copying is by permission of the author. To disseminate otherwise

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Successful first tier Successful first tier elementselements

♦Skilled and sufficiently staffed Help Desk

♦Help Desk services available when needed

♦Feature-rich phone system♦Central source for call ticket

information – HEAT System

Must-Have FeaturesMust-Have Features

♦Client♦Self-service with accurate solutions♦Fast and reliable♦Status tracking♦Customer Feedback

Must-Have FeaturesMust-Have Features

♦Service provider♦Identify task by service group♦Customized workflow♦Automated notification♦Quick access to all pertinent client

information♦Secure remote access♦Easy to reassign, track and escalate

Must-Have FeaturesMust-Have Features

♦Supervisor, Manager and CIO♦Automated escalation and alert

notification♦Easy access to status information and

reports♦Efficient and enhanced

communication♦Organization to the service delivery♦Increase in service delivery without

additional staff

ECSECS

Call FlowPolicy

iHeat Web Access

Human Resources Interface

LanDesk Interface

BPAM

WebCenter

Building BlocksBuilding Blocks

Project

Manager

Call FlowCall FlowProcedureProcedure

Groups Using HEATGroups Using HEAT♦ Hardware Technicians♦ Networking Systems♦ Distributed Systems & Services♦ Applications Support Staff♦ Information Systems & Services♦ Internet Services♦ 21st Century Library♦ Hankamer School of Business♦ After hours support staff

Call Log ScreenCall Log Screen

Client contact information.Client configuration information.Call descriptionCall classification area.Knowledge base search.

Email ConfirmationsEmail Confirmations

♦ BPAM module – create business rules for escalations of tickets♦ Notify customer that ticket has been received♦ Notify customer when ticket is resolved♦ Have customer fill out Customer Satisfaction

Survey♦ Notify supervisor if ticket hasn’t been closed

in X amount of time

Email ConfirmationsEmail Confirmations

Email ConfirmationsEmail Confirmations

Email ConfirmationsEmail Confirmations

Detail Screens - OtherDetail Screens - Other

Alert MonitorAlert Monitor

WebcenterWebcenter

Heat SupportsHeat Supports

♦17,000 faculty, staff and students♦170 technicians (including

student workers)♦22 different call types

CostsCosts

♦Consulting: $36,500♦Additional funding needed for:

♦Webcenter♦Heat Plus Knowledge Module♦Additional Licenses

Hardware RequirementsHardware Requirements

♦Dell 6450 – Primary Software Application and WebCenter

♦Dell 1650 – BPAM♦Dell 1650 – iHeat server and Heat

Plus Knowledge and Heat Self Service Applications

♦Data resides on a separate shared SQL database server