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We notice about the amount of terms each day without Known, such as differences between term (technical support), this means providing a variety of services to users both for computer systems or software used and also to the continued operation of daily work. There exists another term which is (to support the beneficiary), which is displayed in individual assistance in solving problems and answer questions, through the communication on the Internet. There's a term and (help desk)and be a spot of contact between the requirements of users, personal computers and provide a remedy to that problem by changing the challenge to a specialist earlier, ill-related to systems of the computer, the software used, the network or the condition of sound parts inside the computer. But with the duration of time and many titles melted dissimilarities between all the preceding conditions to be under the name of one the most comprehensive and largest, named (Support Centre) and also known as by some the name of the employee's service.

More and much more help desks are using software that integrates lots of the features. These programs. For example, can assimilate a advanced management program (like a program that can log, track-and route calling) whit an asset management program (this able to display-information about the user's hardware and so-are settings) and a diagnostic program (that is able to take control of the user's computer to diagnose problems. "

"(the same previous comment )A significant component of an issue management system is computer telephony. The word computer telephony details tools that combine phone and computer technology into one System. This technology makes it possible to access information about an individual who have called that is stored in some type of computer database. For example, when a end user phones the assistance desk, the support specialist's screen shows information about the user's hardware and software configuration, recent upgrades, and prior problems. This much better than asking an individual questions to elicit the same information. " [Intro to help workplace concepts and skills, 07]

"Telephone technologies are being used to route telephone calls, prioritize phone calls, and we call an enterprise and hear recorded message. The majority of us face similar systems every such as "press l for sales; press 2 for customer services; press 3 for warranty questions. '' The machine using information that has been input via calling keypad. To route the call to a particular department. A help office application works much the same way. Same cell phone systems Allow users to type in data using the telephone keypad and receive a prerecorded response based on the suggestions. " [Benefits to help office concepts and skills, 07]

Support specialists use diagnostic tools to recognize the source of any user's problem. One popular diagnostic tool allows support specialists to gain access to a computer that reaches a distant location. Without ever going to the user's workplace, a support specialist can view the desktop and control the activity of user's PC. Commands inserted a via the support special list's mouse and key pad are implemented on the distant PC.

Knowledge bases May be used to gener2te answers to user problems Support specialists search knowledge bottom for problems like the one reported by the user. If similar problem has been reported in he Former, its solution will be stored in the knowledgebase. When users experience problems, a knowledge base is main places to look for a remedy.

Is the most crucial and measurable Help Desk feature. Problem management should include: problem logging; problem recognition; call assignments; monitoring problems to image resolution; alerting personnel if a call is taking too long; elevating a call's position to an increased top priority; and problem medical diagnosis. One particularly useful feature is the ability to simultaneously keep tabs on issues handled from your inside support team as well as issues escalated to exterior third party support companions. With this feature you can provide a single point of contact and can ensure you are getting together with your customers' targets as well as your support partners are also living up with their agreements to you. An excellent problem administrator, however, is more than the sum of its parts. What's most significant is how all the assistance Desk functions interact and how these are presented to an individual. Is the program intuitive, graphical and easy-to-use? Is the information offered in a rational way? Can the user click on an item (caller name, hardware item, etc. ) and find out multiple degrees of detail? Can the merchandise be configured easily to accommodate different call-resolution operations?

2. Asset Management

Asset management is very important to two reasons. First, it allows Help Desk personnel to resolve problems by providing accurate, up-to-date home elevators the caller's environment. Second, it provides as a library of information about your organization's property base. Regarding to Char La Bounty, Director of Regular membership Services for the assistance Workplace Institute, "Often, a Help Table product with good asset management will pay for itself by just putting a real dollar value over a company's current inventory of computers, software and marketing possessions. " Property management talks about such items as hardware and software configurations, software licenses, LANs and LAN addresses, and warranties. A good advantage management feature should help organizations:

- collect property information with minimal work (perhaps by using programmed data collection software, for example Net Census TM from Tally Systems Firm).

-minimize the amount of pointless purchased software licenses.

-minimize the amount of pointless purchased software licenses.

- enforce equipment regulations regarding approved sellers, configurations, software revisions, suppliers, etc.

-maintain equipment warranties.

-schedule maintenance and upgrades Good asset management allows companies to make essential decisions predicated on appropriate information about their belongings, for example, who's using the belongings and exactly how are they used. Answers to key questions can help provide important details about your organization's future advantage planning.

For example, just how many PCs is there in the business? With what CPUs? What memory? Disk capacity? What applications are they operating with what revision levels? What guarantees are scheduled to expire so when? Just how many users are connected to the server? All of this information has an immediate, dramatic impact on your company, and can easily become a great tool for future advantage planning.

3. Knowledge Capture

Often overlooked, knowledge shoot is the "secret tool" which makes the difference between a system that just logs phone calls and one that really leverages the skills of the individuals who utilize it. It's also an area that pays off big dividends with little up-front investment in individual training and problem evaluation. "You would be stunned, " says Clark, "how many Help Desks finish off a successful call simply by writing what 'problem fixed' in the call comments section. That isn't much help for another person facing the same problem. " When using Data watchs Visual| Help Table software, support technicians are prompted to include their quality to the knowledgebase, which then gets dispatched for agreement before it really is submitted. This way, technicians are urged to spell it out complete fixes in their image resolution, and help office management gets the final say on which items will be most readily useful in the foreseeable future. Next time a user calls up and recognizes the same problem, the tech will have this quality at their fingertips to be able to resolve the problem immediately.

Help Workplace software should encourage self-learning by prompting users for solution-type information after the condition is resolved. This way the answer is captured for others who might encounter a similar problem in the future. "You can't give everyone enough trained in Excel and Outlook to accomplish a 24-hour, 75% fix rate, " Clark says. "Nor can most companies find the money for to employ enough specialized expertise. Self-learning allows lower-skilled visitors to do the careers of their higher skilled paid fellow workers. " Knowledge record also provides Help Desk personnel the ammunition they need to fix bigger problems.

For example, will there be an overall routine of inability by hardware type, software, department, company, or customer? Will an individual who complains the loudest have the best point? Is the Help Workplace really overworked?

2. 5. 1 Measuring help desk performance

The performance of the assistance desk is assessed and evaluated frequently. To determine the effectiveness of the assistance office, management analyzes the efficiency of the help office itself and the satisfaction degrees of customers.

Objective Measures

Raw data extracted from problem management programs are being used to offer an objective snapshot of help desk performance. Metrics are quantitative options of the efficiency of the assistance desk. Types of popular metrics include

- Average length of an inbound call

- Average time a call is in the queue before it is picked up - Amount of calls left behind before being picked up - Percent of problems fixed on first contact - Average time until problem is solved - Percent of circumstances still open up beyond a set in place period of time

Using these kinds of data, management can plan and allocate help workplace resources. For example, if reports reveal that the highest volumes of phone calls are received between 7 and 9 A. M. , additional staff can be assigned compared to that time slot machine game. If a substantial variety of users are confirming problems with a specific program, management can assign help desk personnel to research and correct the foundation of the issues. Key measures like the average time until problems is solved and the percent of problems resolved on the first contact are extremely useful in evaluating the current operation of the help desk. These methods can also be used to compare performance to other help desks, or to industry best practices.

Customer Satisfaction

"Metrics alone offer an imperfect picture of the potency of the help table, given that they do not take customer satisfaction into account. Client satisfaction ratings signify end users conception of the assistance des value. This satisfaction cannot be fully assessed by analyzing figures from a call management database. To gain an understanding of the customers notion of service quality, companies may need to use client satisfaction surveys or emphasis groups.

Today, when computer problems happen, the effect is believed throughout the organization. Both efficiency and profits are in risk. Most companies acknowledge their reliance on technology and the producing surge in the demand for technical support. The pressure to solve problem quickly has significantly increased. System problems are no more an inconvenience to a few; they are now an expensive time-out from executing business. More than ever before, this can be an exciting a chance to be pursuing a tech support team career. "

[Release to help office principles and skills, 07]

2. 5. 2 Help Office Features

Easy to understand - Graphical Interface

Important 'Trouble Ticket' Information cannot be overlooked

Staff Scheduling

Database for Customer & Operator Details

Client Need and Do it yourself Help

Help Request Prioritization

Performance Reports

Password Logon Provides System Security

Customization of Help Office Expert is Possible

- Easy to understand - Graphical Interface

The Help Table features an intuitive, simple to use, graphical tabbed user interface. Administrators, Technicians, and Clients need only application setup to utilize the application. And many systems need a steep learning curve but Help Desk customer support trouble solution system is intuitive and the smartly designed screen layouts make the system easy for providers to both figure out how to use and also to interface with over a day to day basis - little, if any, training is required. An on display 'help' system can be called up anytime.

- Important 'Trouble Solution' Goal in performance Concern in performance (tickets for the issue) should contain both the basic data for the client, such as' name of the client, the challenge, and the day of receipt of the situation, and time of the call through the call recording to allow them to start to see the solution and also know the issues unresolved in the form of a written report and on, weekly or duration time to get to know the working of the receiving problems.

- Staff Scheduling Schedule-tables, which may be used in the order and arranging of occasions such as tasks, backup, repair, and updates that, are on the os's or applications.

- Database for Consumer & Operator Details There should be detailed data on the customer's name, address, e-mail address and phone numbers are exhibited in all the prior data also for the client by means of a report and also if the client has a history of cell phone calls should immediately view the details of the call without reference to another screen that is in the same screen contact and provide details in a simple to attain.

- Client Submission and Do it yourself Help

Must be among clients and simple to use interface and easy to make requests and communications, and also offer all the revisions that are made to the previous consumer requests. Decides the end-user what type of assistance needed and to seek help improvements dynamically and quickly to display is as easy to have to be custom fields, by means of text containers, pop-up menus and radio buttons or check boxes, the sort of problem that he previously identified your client (person). Is it feasible for the operator to solve the condition 'unsolved' and respond to call, must change the situation call (design) to be detailed any of these 'unresolved calls in this operator is not solved to stand in queues to keep in mind on the area' anytime. Agent can 'see' call to another operator or supervisor if they feel unable to package with it themselves after being the very first time on the decision.

- Help Get Prioritization to ascertain which is set technician must apply a fresh solution Assistance Office program that uses wise business logic. Utilizing a combination of many functions, the timetable and specific skills to work, you can always get the desired progress and appropriate for this task. You will discover split entities within the organization is managed centrally, the location of the group and allow different departments to monitor requests from your client. It may also be assigned to the pool jobs group strategy is the other separately?

- Extensive Studies Quickly Available (Performance Records) Depends on getting the service to hook up with person in same time and carry out work. Aided and use of appropriate tools that assist the director of any office of help identify how to perform the work and they need extra help or not, and what kinds of problems that cause the most problems.

- Security password Logon Provides System Security Both users and tech support team team of help office can login to the machine through the control security password. There's also different degrees of 'privilege' system allows administrators to get more control, and various levels of privilege for each and every user and another.

- Customization of Help Workplace Pro can be done Users can customize many regions of data entry to suit particular jobs; you can adjust the priorities of the call, call organizations, and fields that are commensurate with the asset classification of the type of your business. Minimal limit to help expand customization can be done to adapt your operating system (fees make an application for individual customization).

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