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Name _________montrell flowers__________________________ Chapter _ 5_______
The goal of most help desk operations is to provide clients with a single point of contract for information requests, IT services, and problem resolution. • Many help desks are organized in a multiplayer system. The lowest level is an incident screener.

Common features of ACD: Skill set distribution , overflow routing, call accounting, queue time. The information Technology Infrastructure Library ITIL, is one of many evolving frameworks, guidelines and standards.
The Physical Environment of a help desk facility includes the Workspace, furniture, equipment and computer systems help desk agents.
Support workers may be vulnerable to job stress when the expectations of a position do not match personal characteristics of a worker. Key Terms: Archive – An incident archive is a database or paper file used to store and retain records relating to closed incidents.
Asynchronous – A method of communication In which the communicators do not have to participate at the same time; e-mail and web based communication are examples.
Authentication procedure – An incident management step in which an agent determines whether the help desk is authorized to handle a call.
ACD- A computer telephony system that automates many of the first steps in incident management, such as a greeting.
Best Practices – Procedures, tools and methods that successful support groups employ; these practices often set apart very successful support operation s from mediocre ones.
Call Management – A process followed by help desk staff when handling telephone contracts between end users and support staff.
Client Feedback – Evaluations collected from help desk users about their level of satisfaction with a product service, a specific help desk incident.
CRM – Business processes that aim to meet the needs of and satisfy clients by providing excellent client service;
Intranet – A network modeled after the internet, with info organized into web pages.
Logging – An incident management step which an begins documenting the incident and its related problem.
Portal –A Web site which provides a single point of entry for support services.
Queue – A waiting line into which incoming calls or incidents are placed when they cannot be addressed immediately;
Prescreening – And incident management step in which agents identify and respond to simple requests.
Screening – An incident management step in which a help desk staff member asks a series of questions to categorize and describe the incidents may be categorized as a request for information,
SLA – A contract that defines the expected performance of user support services or external vendor services.
Telecommuting – Full or part time work performed at a home office for an employer .
VoLP- A technology that transmits voice communications over the internet rather via than telephone lines.
Computer telephony- Technology designed to increase help desk productivity by providing a seamless interface between the telephone and computer.
Virtualization – is a method of partitioning the resources of a computer into multiple execution environments. In each virtual machine.
Cloud Computing – is a new name for an old idea: providing software as a subscription service over the internet.
Diagnostic Utilites – Some help desk software packages include utility software to assist a support agent in diagnosing a specific problem.
Problem Solution Knowledge Bases – A knowledge base used as support tool contains information about common problems and their solutions.
Telephone system Interface – Help desk software feature is an ability to interface with a telephone system.

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