Name: Kevin BaloghInstitution: The Ohio State University
E-mail Address: kev+@osu.edu
Title of Presentation: Aiming for a consolidated help desk....a consultants point of view
Format: Paper Presentation
Suggested Audience: Computer support, customer support, network support
Presentation Outcome:
1. Compare their present environment with our help desk history
2. Identifies the goals of a consolidated help desk.
3. Identify some issues to resolve during the change to a consolidated help desk
Presentation Content:
This paper describes our technical support organization's transitions toward a consolidated help desk system. It is delivered from the point of view of a consultant swept up in this time of change. From more than a dozen points of contact, we are moving towards a single contact point. Today’s help groups include; mainframe, statistics, microcomputer, UNIX log-in, network information center, network operations center, customer services, classroom help, multimedia development, equipment loan, LAN consultation, and Internet connectivity. It is initially up to the customer to decide who to call.
A History is presented to identify the design of our current system and detail the problems with which the customer must deal. Topic specific help groups are listed and defined as they are presented to our customers. The drawbacks of users deciding which group to call, is addressed along with a description of many customers "Shot Gun" approach to getting help, by asking multiple people and waiting for the fasted/ best answer. Multiple re-directions are also a problem with our current system as customers are transferred from person to person.
A list of Goals is presented which include our desire for a "one stop, shopping place." Our goals of reducing the number of phone and e-mail transfers along with a concept of "call ownership" is reviewed. We are also trying to reduce the number of questions repeated by each consultant to the customer, and we wish to reduce duplicate effort among our consultants.
A group of Issues must be overcome to reach our goals and they include; maintaining timely solutions, desired features of our online trouble ticket system, training in the trouble ticket system, and extensive train for our front line support people.