Download - Help desk
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Help Desk
Everything You Ever Wanted to Know About the Technology Help Desk*
*but were afraid to ask
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Outline
•What’s a help desk anyway…?•Functions•Help desk structure•Benefits of a Help Desk•User and Roles•Client/Server Architecture
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Introduction
•The spread of information technology and change in society
•Many questions/Same answer•Knowledge is not shared•Need of a centralized portal to handle this
issue.
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What’s a help desk anyway…?
•Help desk is a broadly applied term referring to a staffed resource—often, an actual desk, or a telephone service—that can help persons answer questions or to use resources such as audio-visual or computer resources.
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Functions
•A typical help desk provides the users a single point of contact, to receive help on various computer issues.
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Help desk structure
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The Three Service Levels of a Help Desk System •End User•Hotline (Level 1)•System Administrator, Application
Specialists (Level 2)•Maintenance and OEMs (Level 3)
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Deskside team
•Desktops •Laptops•Peripherals
▫PDAs.▫…
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Network team
•Network services •Network software•Hardware•Infrastructure
▫Servers▫Switches▫backup systems▫Firewalls.
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Server team
•Servers within the organization▫Active Directory▫Network Shares▫Network Resources▫Email accounts
•Advanced services ▫SQL▫Microsoft SharePoint
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Telecom team
•Phone infrastructure▫PBX, ▫Voicemail▫VOIP▫telephone sets▫modems ▫fax machines
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Application team
•Development of any in-house software•Software bugs •Requests for new features or capabilities
to in-house software
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Technician team
•Solve many help desk issues from another location or their home office
•Audit workstations
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Benefits of a Help Desk
•Technicians do not have to re-derive solutions to problems▫This wastes company resources
•Attribute Value Pair▫Good for answering trivial question▫Good when users of the help desk system
are inexperienced
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Kinds of Cases
•Approved cases•Opened cases (everyone can see)•These case are separated into a case
buffer (opened) and a main case base (approved)
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User and Roles•Help desk operator
▫Lowest access rights▫Use application on a regular basis to solve
problems▫Case retrieval and case acquisition
•Experience author▫Responsible for case maintenance and case
approval▫Checks for redundancy and consistency
•Experience base administrator▫Creates and maintains the domain and case
model▫Administer users and access rights
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Client/Server Architecture
•Allows all users to get the same up to date information
•Eases the maintenance of the domain model and the case base
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Demonstration
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Summary•Help desk systems
▫help solve problems faster▫give more people more knowledge
•Building▫long and difficult▫need to convince people go give up their
knowledge•Maintaining
▫Requires constant maintenance
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•Thank you for joining us for this presentation today…