Lesson 12 Help Desk CLIENTSUPPORT

Lesson 12 Help Desk CLIENTSUPPORT [email protected]

Theory – Provide appropriate instruction contingency plans Refer further instruction requirements or training needs to appropriate person as required

Update documented client support policy Maintain policy updates in line with organisational guidelines

References:  http://en.wikipedia.org/wiki/Help_desk  http://www.helpdesk.com/

Teacher: [email protected]

Course Units HD CLIENTSUPPORT:

Unit Name Grading ICAS4023B Provide one-to-one instruction G ICAS4033B Assist with policy development for U client support procedures ICAS4134B Provide first-level remote help desk G support ICAW2002B Communicate in the workplace U ICAW4027B Relate to clients on a business level G

Grading U: Your result will be recorded and reported to you as Competent or Not yet Competent.

G: Your result will be recorded and reported to you as Distinction or Credit or Competent or Not yet Competent.

Information about assessment: http://www.tafensw.edu.au/courses/about/assessment_guide.htm

Assessment evidence can be gained through a minimum of two assessment tools. For example:

 Project  Test  Individual written report  Teacher observation and questioning  On-screen marking  Class based activity  Log book

Theory:

1. Introduction 2. No one likes to hear negative feedback, but unfortunately, it is a natural part of the communication process. But how should you respond to it? 3. http://www.smallbusinessnewz.com/topnews/2010/05/14/dealing-with-negative- feedback

4. May include advice and support on a one-to-one basis; provision of client documentation, manuals; instruction with software supported by the organisation, including but not limited to formatting spreadsheet, creation of graphs, setting up of word processing document for printing, using an email system, browser, server; instruction with hardware supported by the organisation, including but not limited to operation of printers, setting of screen resolution, formatting of disks, reconfiguration of printers and use of scanners. http://www.google.com.au/search? hl=en&source=hp&q=Feedback+Form+&btnG=Google+Search&aq=f&aqi=&aql=&oq= &gs_rfai=

5. A podcast (or non-streamed webcast) is a series of digital media files (either audio or video) that are released episodically and often downloaded through web syndication. The word usurped webcast in common vernacular, due to rising popularity of the iPod and the innovation of web feeds. 6. The mode of delivery differentiates podcasting from other means of accessing media files over the Internet, such as direct download, or streamed webcasting. A list of all the audio or video files currently associated with a given series is maintained centrally on the distributor's server as a web feed, and the listener or viewer employs special client application software known as a podcatcher that can access this web feed, check it for updates, and download any new files in the series. This process can be automated so that new files are downloaded automatically. Files are stored locally on the user's computer or other device ready for offline use, giving simple and convenient access to episodic content.[1][2] Commonly used audio file formats are Ogg Vorbis and MP3. 7. Academics at the Community, Journalism & Communication Research group at the University of Texas at Austin in the USA are proposing a four-part definition of a podcast: A podcast is a digital audio or video file that is episodic; downloadable; programme-driven, mainly with a host and/or theme; and convenient, usually via an automated feed with computer software.[3]

http://en.wikipedia.org/wiki/Podcast

Reference: Additional Resources: How to Write a Word-Processing Document With Style http://www.ehow.com/how_2294424_write-wordprocessing-document-style.html How to Prepare Your Brochure For Printing http://ezinearticles.com/?How-to-Prepare-Your-Brochure-For- Printing&id=1903144

Podcasting http://www.google.com.au/search? hl=en&source=hp&q=podcasting+software&btnG=Google+Search&aq=f&a qi=&aql=&oq=&gs_rfai=

http://www.bing.com/search? q=podcasting+software&form=QBRE&filt=all&qs=AS&sk=AS1&pq=podcastin g&sp=2&sc=6-10

YouTube http://www.youtube.com/watch?v=21xM2zXJIPI

http://www.youtube.com/watch?v=1NlEqJ2_xrg Customer Service: http://www.youtube.com/watch? v=C_GMINarlpI&feature=PlayList&p=5E8DAD7E55B5692E&playnext_from= PL&playnext=1&index=23

http://www.youtube.com/watch?v=0ihbkmTLtg4

http://www.itil-officialsite.com/AboutITIL/WhatisITIL.asp What is ITIL?

ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by thousands of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an increased requirement for high quality IT services.

ITIL: Overview and Benefits

ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

 reduced costs  improved IT services through the use of proven best practice processes  improved customer satisfaction through a more professional approach to service delivery  standards and guidance  improved productivity  improved use of skills and experience  improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

ITIL Users

ITIL has been adopted by hundreds of organisations worldwide. For testimonials and case studies from organisations who have adopted ITIL visit OGC's Best Practice Users: Testimonials and Case Studies in the Best Management Practice Knowledge Centre.

ITIL White Papers

Best Management Practice have also commissioned White Papers and studies, which may be of interest to those who are looking for additional information on ITIL and its practical application and benefits.

Creating a User Guide Examples YouTube: http://www.youtube.com/watch?v=ETaK5uxTvvY

PC Backup PowerPoint: http://office.microsoft.com/en- us/powerpoint/HA011030691033.aspx See PowerPoint for Vista http://www.youtube.com/watch?v=6tjbHK6fWvA Backing up Wii Games: http://www.youtube.com/watch?v=HUkIyZR7Ra0

Additional resource material: Job Description - Helpdesk/Desktop Support - 3 month contract, potential perm

Looking to work in a Support or Service Desk environment?

Do you have exceptional technical and customer service skills?

This is an opportunity to show case your helpdesk and desktop support skills and continue to develop in an excellent IT environment that embraces much of latest technology around today

………. the most imperative skill besides having strong MS skills is your ability to receive and record service desk incidents and tasks promptly, courteously and accurately. You need to be able to diagnose, troubleshoot and resolve software, hardware, desktop operating system and network technical issues when required.

We require someone with experience in:

WinXP;

Microsoft Active Directory;

Microsoft desktop & productivity suite;

Microsoft server platform;

Microsoft Exchange; and

A technical understanding of other emerging technologies.

This is an excellent opportunity for a candidate who has exceptional communication skills and previous Helpdesk/Desktop support experience in a dynamic environment. A competitive hourly rate is on offer. An immediate start is required.

8. Help Desk technician http://www.santarosa.edu/hr/JobDesc-Classified/Help%20Desk %20Technician.pdf

Help Desk Reports

e.g. http://www.cites.illinois.edu/help/reports/index.html http://info.manageengine.com/products/service-desk/help-desk-reports.html http://helpdesk.wyopub.com/2007/01/help-desk-performance-in-single-chart.html Motivation http://helpdesk.wyopub.com/2007/02/competing-for-performance.html 9. Provide one-to-one instruction In this unit, we will discuss client needs and the most effective ways to instruct clients. Particular emphasis will be placed on organising the resources needed to provide instruction to clients according to organisational guidelines. We will then look at providing appropriate instruction and support to clients and obtaining client feedback to ensure client needs are met. Organise instruction resources factors  Prepare the instruction plan e.g. hard drive failure replacement

http://www.pcmech.com/article/hard-drive-failure-warnings-and-solutions/ http://www.fonerbooks.com/r_hard.htm http://www.helpwithpcs.com/upgrading/install-hard-drive.htm http://www.pcmech.com/article/installing-a-hard-drive-step-by-step/

10. Assist with policy development for client support procedures This unit defines the competency required to contribute to the formulation of client support procedures to be included within organizational policy. Provide recommended changes for client support policy

 Evaluate feedback on client support procedures Getting and evaluating feedback: http://www.nkarten.com/feedbk.html feedback forms: http://www.sampleforms.org/service-feedback-form.html/print/ http://www.sampleforms.org/customer-service-feedback-form.html/print/

e.g. Service level agreement (SLA) with outsourcing http://en.wikipedia.org/wiki/Service_level_agreement

11. Provide first-level remote help desk support: This unit defines the competency required to resolve first-level user support difficulties remotely. A study conducted by Free Form Dynamics reveals only 1 in 5 organizations are satisfied with their IT support - a problem that could potentially make it more difficult for IT departments to justify budgets and get projects approved.

Identify the hardware or software being used by the customer/client  Step the client back to the beginning of the process, without using jargon

 Source: http://www.educause.edu/ers0708

 http://download.cnet.com/1770-20_4-0.html? query=Help+Desk+software&tag=srch&searchtype=downloads&filterName =platform%3DWindows&filter=platform%3DWindows

Help Desk Forum: http://www.helpdesking.com/

http://blogs.techrepublic.com.com/helpdesk/?p=314

12. Communicate in the workplace: This unit defines the competency required to promote professional client support through verbal and non-verbal communication Process information

 Record information or messages and refer client requests to the appropriate person in accordance with organisational procedures

Costs The cost of first contact resolution is one of the key cost drivers that can substantially affect the overall inherent value of help desk operations in the company these help desks support. For many companies, the average cost per request or service interaction is around $25 in an environment where requests are resolved at the help desk. Since those costs bcome substantially higher if the call must be escalated beyond first contact (up to a couple of hundred dollars or more per request), the help desk should aim to resolve at least 80 percent of all requests made. By implementing automated solutions that cut down on first call costs and providing employee training that focuses on the skills necessary to resolve complaints on a first call basis, companies can lower their costs substantially. For the best efficiency rates, a help desk must be able to quickly help customers to resolve their own issues through self-service solutions as well as deal efficiently and quickly with the calls that must be escalated beyond the self- service level.

Relate to clients on a business level: In this unit, we will discuss building and maintaining business networks and relationships and how organisational culture can be used to develop and maintain business relationships. We will also look at how to develop plans to meet the needs of internal and external clients and negotiate client support service costs. Particular emphasis will be placed on monitoring, adjusting and implementing procedures to achieve client support service targets. Identify internal and external client requirements  Develop a draft service-level agreement for the client that incorporates quality, time, target performance and cost specifications e.g. Service level agreement (SLA) with outsourcing http://en.wikipedia.org/wiki/Service_level_agreement

13. Research answers for Task 6

Resources:

 Class Wiki  http://en.wikipedia.org/wiki/Help_desk  http://www.helpdesk.com/

Other Resources Software:

 Acacia Help Desk - Features include Win32 administrator client, knowledge management, call tracking, email functionality, and system reporting.  Control-F1 - Provides enterprise solutions for live and automated support.  Double IS - Software enabling facility managers to track work orders, room booking, and building maintenance.  GWI Software - Describes help desk software products and services offered, and provides training course catalog.  HelpTrac - Complete help desk and customer support system that tracks problems and solutions, prioritizes tasks, and analyzes technician efficiency.  Internet Software Sciences - A turn-key, customizable help desk for both IT and customer support. A free 3 user download version is available.  LBE Help Desk Software - Help desk software features include Win32 application, browser-based interface, e-mail handler, and advanced system reporting.  The Management and Help Desk Community - A portal of news, information and interactivity for both help desk software and management issues  NetHelpDesk - Helpdesk software for network support staff. Functions include fault tracking, change management, SLA, network diagrams and service status monitoring.  NetKeeper - A leading provider of help desk, CRM, call center and network management software solutions for the LAN /WAN and Internet.  PRD Software - Provides HelpMaster Pro help desk software to log, track and resolve support issues for windows 9x/NT  ScriptLogic - The BridgeTrak Suite is versatile and scalable help desk and tracking software used to track calls, problems or software bugs/defects. Available for Windows and Web.  Softopia - Offers iTrack, is a support tool used to track and resolve support calls, e-mails and user inquiries. Includes a Windows client and a web interface.  Surado - Features Win32 administrator application, Web-accessible interface, client information management, and lead management.  Vertical Solutions Inc. - Develops and implements customer service, help desk and sales force automation software.  Wickett Software - Provides both local software and web-based helpdesk software with Microsoft Access and SQL integration.  World Web Dynamics - Live Demo of help desk software, including specific offerings for school districts.

Report writing  Report writing guidelines from the University of Canberra: http://www.canberra.edu.au/studyskills/writing/reports.html  Plain English guide to writing reports: http://www.plainenglish.co.uk/reportguide.html  Technical report writing for NASA engineers and scientists at the Glenn Research Centre. This is a guide to help make report writing easier: http://grcpublishing.grc.nasa.gov/editing/vidoli.CFM  The Mindtools website contains information on general career skills such as time management, practical creativity and problem solving. From information skills section, go to the page on developing skills in mind mapping. This skill can be useful when creating reports: http://www.mindtools.com/ Help desk procedures  A case study on help desk and prioritising calls from De Montford University, UK: http://www.cse.dmu.ac.uk/cism/Call%20Prioritisation.htm  An example of help desk procedures from the University of Houston, Texas: http://www.uh.edu/fast/helpdeskprocedures.htm  An example of help desk procedures from the York College of Pennsylvania: http://www.ycp.edu/helpproc.htm  This is from Information Technology Infrastructure Library (ITIL); a number of documents to assist in implementing the framework for IT Service Management (ITSM): http://www.itil-itsm-world.com/itil-4.htm

Help desk software  You can download a free trial of TrackIT help desk software from the Intuit Company: http://itsolutions.intuit.com/default.asp

Books: There are many appropriate related books in the market, and you may elect to select whatever suits you, your students and the situation. It is handy to do a search on different local bookshop websites, and use keywords. A useful bookshop website is: http://www.tertiarypress.com.au/

Websites: Go to the following websites to obtain more information. Remember, Google is a good starting point for any type of search

 http://www.answers.com/  http://aolsearch.aol.com/aol/advanced

Tech Republic

This is comprehensive source of information on computer related technical issues: http://techrepublic.com

Windows IT Library http://www.windowsitlibrary.com The Linux Home Page at Linux Online Comprehensive information and resources about the Linux Operating System. www.linux.org/

PCGuide

This site has comprehensive sections: http://www.pcguide.com/ Other resources Web search engines such as:

 www.google.com  www.yahoo.com.au  www.lycos.com  www.webwombat.com.au  www.excite.com.au

Standards

Industry specific Standards may be searched and located on the Australian Standards website: http://www.saiglobal.com/shop/Script/search.asp

Review

The Theory and Project aim to introduce you to:

 Provide one-to-one instruction  Assist with policy development for client support procedures  Provide first-level remote help desk support  Communicate in the workplace  Relate to clients on a business level