help desk - tecnologia
DESCRIPTION
Um dos três pilares básicos sobre os quais seu departamento de Help Desk, Service Desk, suporte técnico se baseia: Tecnologia. Relacionando a tecnologia com o Service Desk, Ambiente Web, Coleta Automatizada de Inventário, Self-Service e Suporte Automático por E-mail.TRANSCRIPT
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Help Desk Day
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Treinamento em suportepara empresas de tecnologia
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Vamos começar
Roberto Cohen
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Exercício:
Vamos conhecer o sentimento de nossos usuários...
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Service Desk
ITIL
Gerenc.Incidentes
Base deConhecimento
Relatórios
TemposPadrões
GruposSolucionadores
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Benefícios de registrar incidentes
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“Você não controla o que não consegue
medir.”
Tom Demarco
Controle
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“Se não for controlado, o
trabalho fluirá para o homem competente
até que ele se afunde.”
Charles Boyle
Carga excessiva
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“O futuro depende daquilo que fazemos
no presente.”
Ghandi
Tendências e Medidas proativas
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“Não é que eles não veem a solução.
É que não enxergam o problema.”
Chesterton
Equipamentos Problemáticos
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Picos de Atendimento
“Não espere o juízo final. Ele ocorre diariamente.”
Albert Camus
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“A opinião éa rainha do mundo.”
Pascal
Treinamento
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Registrar
1. Carga excessiva
2. Tendências
3. Medidas proativas
4. Equip. problemáticos
5. Picos de Atendimento
6. TreinamentoHistórico do usuário
(2 vantagens)
Histórico do equipamento
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Direcionamento de incidentes
ContratoDesempenho
SLA
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Base de conhecimento
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Ausência de técnicos
1. Férias
2. Reuniões
3. Visitas
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Padronização
Uniformiza a orientacão
para usuários
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Comunicação
• Gaguejar
• Adivinhar
• Vocabulário / usuário
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1. Ausência de técnicos
2. Padronização
3. Comunicação
Base deConhecimento
Retenção deconhecimento
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Relatórios degerenciamento
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Incidentes/chamados abertos
Motivo
Gruposolucionador
Tipo deproblema
Prioridade
...
Força-tarefa
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Tempo médio para solução
Tipo deproblema
EsforçoDimensionamento
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Análise por usuário
SecretáriaTreinamento
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Análise por técnico
KBAPromoçãoTreinamento
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1. Incidentes abertos
2. Tempo médio p/solução
3. Análise por usuário
4. Análise por técnico
Relatórios
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Tempos padrões
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Levantar o gancho
Demora para o usuário ser atendido?
1. Desiste
2. Busca noutro
lugar
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Tempo de conversação
Orientaçãodemorada?
1. Ramais ocupados
2. Conhecimento do
técnico?
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Antes de passara ligação
Muito tempo no atendimento?
1. Ramais ocupados
2. Conhecimento do
técnico?
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Idade do incidente
As soluções demorama acontecer?
P#@! de Help Desk!Fiquei velho e careca
e não arrumarammeu vídeo!
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1. Levantar o gancho
2. Tempo de conversação
3. Antes de passar ligação
4. Idade do incidente
Tempos
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Grupo solucionador
1. Função específica
2. Região
3. Cliente
4. Outras formas
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Ambiente WEB
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Menor quantidadede ligações
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Melhordocumentado
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Melhoracompanhamento
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Maisconfiança
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Menor desperdício
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Incentivar
Funciona mesmo essa
p@#!!
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1. Menor qtde de ligações
2. Melhor documentado
3. Melhor acompanhamento
4. Mais confiança
5. Menor desperdício
WEB
Problemas?
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Ambiente WEBBenefícios internos
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Supervisãode qualquer
lugar
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Acessívelde qualquer
lugar
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Conhecimentoem qualquer
horárioou lugar
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Inventáriovia WEB
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Sistema operacional
não é restritivo
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Dispensa instalação especial
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Registro no local do
incidente
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Tempo real trabalhado
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Visualaderente
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1. Supervisão qualquer lugar
2. Acessível qualquer lugar
3. Conhecimento qq lugar
4. Inventário via WEB
5. S.O. não restritivo
6. Etc...
WEB Benefíciosinternos
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Controle de Inventário
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Planejamentode mudanças
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Aspectofinanceiro
Planejamentode mudanças
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Localizaçãode hardwaree software
Planejamentode mudanças
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Idade dosequipamentos
Planejamentode mudanças
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1. Aspecto financeiro
2. Localização HW/SW
3. Idade dos equipamentos
Planejam.mudanças
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Suporte proativo
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Antecipar-seaos problemas
Alertas automáticos de mudanças de
hardware e software
Suporteproativo
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Gerenciamentode pontos remotos
Suporteproativo
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1. Antecipar-se a problemas
2. Alertas automáticos
3. Arquivos danosos
4. Gerenc. pontos remotos
Suporteproativo
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Coleta dehardware e software
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Evita prometeralgo impossível
Coleta dehardware e software
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Análisede sufixosMP3, AVI, MPG, ...
Coleta dehardware e software
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Compras duplicadas
Coleta dehardware e software
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Gerência delicenças de software
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Instalaçõesesquecidas
Gerência delicenças de software
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Embaraçospúblicos e
legais
Gerência delicenças de software
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Planejamento de mudanças
Gerência delicenças de software
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Poder debarganha
Gerência delicenças de software
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1. Instalações esquecidas
2. Embaraços públicos
3. Planejamento mudanças
4. Poder de barganha
Gerenc. licençassoftware
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Self-Service
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Multiplica recursos
técnico
usuário
usuário
usuário
usuário
usuário
usuário
usuário
usuário
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Suporte após horário expediente
00:00 08:00 18:00 24:00
equipe técnica
self-service
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Vários mecanismos
FAQ
downloadbase de
conhecimento
manuais autodiagnóstico
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1. Economiza recursos
2. Alivia o Help Desk
3. Aprendizado
4. After-hours
Self-Service
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Suporte por correio eletrônico
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Integração de ferramentas
Exceção
Sistema deHelp Desk/Service Desk
Relatórios
Robô
SBDG
Redes(monitoramento)
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Canal adicional com usuário
Sistema deHelp Desk/Service Desk
Robô
Confirmação
Relatórios
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“Uma longa viagem de mil milhas
começa com o primeiro passo”
Lao-Tzu
Começar...
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Hora do almoço, pessoal!