...Building an IT help desk that can actually help!. Running a successful and efficient help desk can be a matter of thinking outside the box and taking advantage of initiatives elsewhere in your firm, said Greg Davis, information technology director and principal at Salina, Kan.-based CPA and business advisory firm Kennedy and Coe. Running such a desk, however, requires forethought, especially in hiring the right people, standardization of procedures, clarifying objectives and measurement systems, understanding clients, and securing the support of a firm's management, Davis said. Davis delivered his remarks to session attendees at the recent Tech 2006: The AICPA Information Technology Conference, held here. Davis led a session titled "Best Practices for a Corporate Help Desk." Responding to such audience suggestions as paying attention to security and trends, an over-reliance on a help desk to provide staff training that should be coming from elsewhere, and better matching of caller sophistication to help desk personnel, Davis noted that a good help desk can increase the productivity of clients, improve overall revenue and profits, and produce more knowledgeable clients, among other benefits. * Hiring: Davis said that firms must determine exactly how many staffers they need on their help desk, considering as well the need for a desk manager, front-line staff to gather information and log calls, and the location of the help desk. He recommended one location - as close...
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...customers help-desk interaction * Prepared reports and stayed up to date regarding system information * Strategically install and upgrade network computer applications, upgrade and maintain computer hardware, and perform critical backups * Enhance database performance, perform restores, implement recovery procedure, handle performance tuning, and conducted regular system backups * Provided networking desktop support and perform mainframe and account maintenance tasks * Handled technical troubleshooting within an enterprise environment, including system crashes, slowdowns and data recovery * Ability to perform task independently under pressure * Provided installation support and services to setup, install, move, add and change for PC hardware and software. * Provided IT support at local and remote audio and video conferences when needed. * Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions. * Provided technical help desk support for AAIC’s hardware/software infrastructure * Provided Point of Sale technical support for our Independent Agency channel to issue New Business to enable AAIC profitable growth. * Provided computer help desk support via telephone communications with end-users * Provided computer help desk support and technical training on hardware/software to end-users * Performed diagnostics and troubleshooting of system issues, documented help desk...
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...would register on site before raising a ticket. These complaints needs to be created for different departments or business units and would be resolved by dedicated staff from each department. The staff should be able to create, update, track and close an issue based on privilege level granted. All the registered customers should be able to see announcements and messages regarding changes after they login to helpdesk. Along with these provide FAQ to generally asked question by customers so that they can refer to common issues and their resolution before raising a ticket. Evaluation of Software options: Following 3 software were considered for the above mentioned business problem 1) Exo PHP Desk 2) osTicket 3) Trellis Desk Features | ExoPHP Desk | osTicket | Tresllis desk | Web Hosting | | | | DB | MySQL | MySQL | Propriety | SSL security configuration | | | | Ticket Management | | | | Customer Self Service Portal | | | | Email-to-Ticket Conversion | | | | Phone-to-Ticket Conversion | | | | Ticket History | | | | Unlimited User Defined Fields | | | | Public Messages | | | | Basic and Advance Ticket Searches | | | | View / Subscribe to a Group of Technicians Calendars | | | | Self-Registration...
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...security phase Describe the different system maintenance types and their importance Critique different backup and disaster recovery options Identify factors that signal the end of the useful life of an information system Discuss future challenges for IT professionals as technology reshapes the workplace Assignment Instructions: IT460:1-Compare various types of information systems. Please complete the following assignments using MS Word. Save the assignment as Unit 9 Assignment.doc and place it into the Unit 9 Assignment Drop Box. Click here to access the “SCR-TIMS Work Session Link”. Jesse wants a recommendation about an SCR help desk. She said that I can get more information on the Internet. She wants any input by early next week. She said there's lots of information out there on this topic. She wants me suggest a plan for creating an SCR help desk (SCR –TIMS Worksession, Session 12, To Do List, #1). Assignment requirements: Plan submitted that discusses what a helpdesk offers Discusses internal support options Discusses external support options and shows sample vendors and their options Makes recommendation that details which option is being recommended and why 40 point assignment grading rubric Assignment Requirements Maximum points Points earned 1. Detailed Plan submitted that discusses what a helpdesk offers 2. Discusses internal support Copyright Kaplan University 0-10 0-10 Assignment Grading Rubric Course: IT460 Unit: 9 Points: 40 options. Be...
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...Functional Requirements: 1. Incident Identification and Incident Logging Incidents can be any failure or interruption to an IT service. A service call can be created from - Web Interface - User Phone Call - Email Technician Staff 2. Incident Categorization Incidents can be organized with three levels of categorization - Category, Subcategory and Item. The incidents can be assigned to these categories depending upon the failure that is reported and can be automatically routed to the appropriate support engineer. 3. Automatic Dispatch of Incidents. Business rule criteria can be created based on the pattern of failure. The incidents will be automatically assigned to technicians, categories and levels. 4. Incident Prioritization - Predefined Prioritization Define the priority based on the impact and urgency of the incident. System can then automatically assign the priorities based on Predefined prioritization. - Dynamic Prioritization Allow technician to assign the priority manually or to override the values set by the priority matrix. 5. Incident Diagnosis Searching the existing workarounds or solution from the KnowledgeBase and getting back to the users immediately with the resolution. 6. Incident Escalations When the first-level support is unable to resolve the incident, the incident can be assigned to the second-level support. The incident will be escalated to the third-level support when the second-level support is not able to resolve it within the...
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...Computer Help Desk Support Table of Contents Computer Help Desk Support 1 Introduction 1 General Process 1 Conclusion 2 The in-house help desk of any organization is important for the assistance of employees. It is vital to any organization’s success that the company’s employees are able to create documents. A help desk is a resource which employees can use to troubleshoot program errors, maneuver through unfamiliar programs, and ask general questions. There are many more uses for the help desk within an organization. The help desk can be an invaluable resource for any employee, regardless of his or her computer experience. The general process of the help desk is as follows: ➢ The employee calls the help desk with issue or question. ➢ A help desk ticket is created. ➢ The help desk employee either addresses the issue or question or forwards the issue or question to a higher level technical support staff member. ➢ The help desk staff member follows up and ensures the issue or question is resolved. ➢ The help desk employee checks with the employee to make sure there are no more outstanding issues or questions. The help desk ticket is resolved. The diversity of today’s workforce provides many opportunities for help desk employees to assist employees with a wide variety of computer application experiences. Familiarity with computer software can greatly differ for employees in which computer software experience is not a required part...
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...SOSTAC™ e-marketing plan for B2B Company What is SOSTAC™ ? The SOSTAC Planning System is one of the most powerful planning systems ever developed. Simple but extremely effective, as it contains all the ingredients vital for the perfect marketing plan. Whether a blue chip, like IBM and BT, or small business, professionals who discover SOSTAC Planning System embrace it for life. This method will help you to create, write and develop your marketing plan by breaking down into six elements: Situation analysis, Objectives, Strategy, Tactics, Action and Control. Figure 1 SOSTAC™ - a generic framework for e-marketing planning How does it work on B2B company e-marketing plan? 1. Situation analysis Internal audits •Current internet marketing audit (business, marketing and internet marketing effectiveness) •Audience composition and characteristics •Reach of web site, contribution to sales and profitability •Suitability of resources to deliver online services in face of competition External audits •Marco-economic environment •Micro-environment C new marketplace structures, predicted customer activity •Competition C threats from existing rivals, new companies and intermediaries Assess opportunities and threats (SWOT analysis) •Markets and product positioning •Methods of creation of digital value and detailed statement of customer value poposition 2. Objective analysis •corporate objectives of online marketing •detailed objective;...
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...next step of my database is user calling the help desk. Then it is the help desks assistant’s decision weather he answers the call or not. If he is busy dealing with other users then he will transfer the call to the answering machine. After he transfers the call to the answering machine he will listen to the user problem when ever he will get free and will return the call with advice in order to help user to solve his problem. But if he decides to answer the phone call his next step will be to get details of user then open record. After the help desk assistant opens the record he will than enter the details of user such as; Name, Work Station Number and the last but not the least the user problem. Date and the time may be entered automatically so the problem can be recorded in the system. The next step after the assistant gets the user problem is to know that is the problem on going. And then to know weather is this end user problem or not. The next step after the help desk assistant knows that if it is the end user problem. Than he will escalate and recommend training in order to solve the user problem. If the database tells that it is not the user problem than the assistant will give as much advice as he can in order to solve the user problem himself. The next step for assistant is to know weather his advice has solved the problem or not. If the advice has solved the problem than the help desk assistant will save the record safely and the...
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...associates degree or technical training in the field and a Hart for technology. 4. Potential salary? As stated on computer technician job description a computer technician can make any where from $30,000 to $65.000 a year depending on how much training and how good you are. 5. A brief job description ? A computer technician or IT provides a wide range of technical support to individuals and businesses using computer software, hardware ,help lines and other equipment depending on specific responsibilities, IT's may go by several different titles including computer repair technician, technical support specialist, help desk technicians, field service technicians and information technician support administration. The difference between Tec support and help desk, Tec support and help desk are both in the same tear as call center services but the differences is that help desk is more of the client calling for help about most stuff that aren’t really Tec related like complaints and how to work products as though a Tec support specialist helps with recently bought products from a supporting company's and trouble shooting with that product. 6. What company you would like to work at? At this time I don’t have any company I want to work for. 7. Where...
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...building a team for any purpose a leader would prefer a team to be willing and able. Diversity in knowledge is a valuable asset in a team member, but adding diversity in perspective can multiply a team’s ability to understand, collaborate, and overcome obstacles. Diversity is a major influence in the design of training for employees using new technology. “Dissent is to be encouraged because it encourages workers to think for themselves” (Engleberg & Wynn, 2010, p. 51). For example, even though techies may believe the non-technical staff does not have enough of the technical information the non-technical staff thinks techies do not have the interpersonal skills. “James Surowiecki, author of The Wisdom of Crowds, explains that member diversity helps groups make better decisions because it adds perspectives that would otherwise be absent” (Engleberg & Wynn, 2010, p. 78). With each type of personnel from different areas collaboration can reach an optimal level. Training Whether...
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...Computer Help Desk Support Table of Contents 1. The Employee calls the help desk with issue or question 2. A helpdesk ticket is created 3. The help desk employee either addresses the issue or question or forwards the issue or question to a higher level technical support staff 4. The help desk staff member follows up and ensures the issue or question is resolved 5. The help desk employee checks with the employee to make sure there are no more outstanding issues or questions 6. The help desk ticket is resolved The in-house help desk of any organization is important for the assistance of employees. It is vital to any organization’s success that the company’s employees are able to create documents. A help desk is a resource which employees can use to troubleshoot program errors, maneuver through unfamiliar programs, and ask general questions. There are many more uses for the help desk within an organization. The help desk can be an invaluable resource for any employee, regardless of his or her computer experience. The general process of the help desk is as follows: ➢ The employee calls the help desk with issue or question. ➢ A help desk ticket is created. ➢ The help desk employee either addresses the issue or question or forwards the issue or question to a higher level technical support staff member. ➢ The help desk staff member follows up and ensures the issue or question is resolved. ➢ The help desk employee...
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...bulk of the course work this semester doesn't need a high speed connection, but if you have a very slow modem connection you may need to find another connection when taking tests and quizzes. 3. Where will you keep copies or backups of all important class documents and assignments? If your computer crashes, you will still need access to material previously covered. 4. Where can I keep my ISP and Blackboard passwords secure, yes easily accessible, in case my memory fails? 5. What are the phone numbers for my computer manufacturer's and ISP's support desks in case I have computer and/or internet problems? Your instructor won't be able to troubleshoot computer and connection problems so you must be prepared. The numbers should be in a secure, easily accessible location. 6. What are the phone numbers for the CNM helpdesk and Embanet (phone help for Blackboard)? What are the web addresses for these help services? This information should be in a secure, easily accessible location. 1. Currently I have access to three other computers where I live. If one goes out I can just borrow my family’s computer. Otherwise I would go to CNM campus or library for computer usage. 2. If it is not responding or is too slow, I would go to CNM campus in order to complete my assignments. 3. I usually try to keep all my updated information on an external back up drive. 4. I usually write down...
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...itself in its flexibility and ability to adapt, UCB saw sectors such as Pharma’s sales growing by 20% with a profit margin of 28% adopting the philosophy of taking ‘speed of action’ when it came to developing new information systems across the entire organisation. The company was known for its practicality as it looked for ‘quick wins and identifiable value in everything that it did.’ 1. Use the case study to identify one example, either of a business process or of a decision making area that is supported by IT /IS within UCB. Describe your example (along with a technical diagram or specification) and evaluate the benefits and issues/disadvantages of IT/IS support for this example. Figure1 Figure1 DECISION MAKING PROCESS: HELP DESK SUPPORT Intelligence | -Limited languages system-Basic...
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...WRITE UP July 14, 2012 Executive Summary Pagoda.com, an internet service provider, needs to make a decision as to whether or not the company should outsource its online help desk service to a firm in New Delhi, India. Pagoda.com caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for it. Pagoda.com offers state-of-the-art email applications and web building software, as well as plenty of storage space and fast access via its high-speed servers. Pagoda's customers are more concerned with the high quality service that they receive than they are with the costs associated with it. Their customers would more than likely discontinue their service with Pagoda as soon as it is observed not to be up to the quality of standard which they expect. Pagoda has several alternatives to choose from which include implementing the new service without notifying their customers and hoping for a seamless transition, offering their customers the choice to try the new firm and running both services concurrently, to choosing not to do anything and continue to run the online help desk service in-house. In conclusion, Pagoda.com has a lot to consider while trying to make the decision as to whether or not they should outsource their online help desk services to the firm in New Delhi, India. Due to the nature of their business success being highly contingent upon the level of customer satisfaction and retention rates, Pagoda...
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...Personnel in Technology Amy Mullen TEC 401 July 16, 2012 Clyde Roberts Personnel in Technology Technology support teams are on the rise with new and improved technological advances are emerging. Effective technology support teams reflect knowledge, experience, and strong communication skills. Technology plays a major role in organization operations in today’s society compared to decades prior. The key to success in using the many forms of technology available is to train users about the technology and the operation of the devices. In this paper, I discuss the training and implementation programs in using technology, performance support and Help Desk technologies, and the relationships between coworkers as well as between support teams and customers. Training Training is the foundation of organizational success. Organizations and their employees should have knowledge of the technologies used in the workplace and understand the enhancement technological tools bring to the workplace. Unfortunately, end-user information systems (EUIS) training is not a top priority in a time it is necessary with the growing technological advances (Regan & O’Connor). Training, in essence, defined as a learning experience with a beginning and end differs from support as support implies an ongoing learning experience. Specified by Regan and O’Conner (2002), the...
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