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Helping Helpdesk

Ideas to create a better working Helpdesk
by

Tom Hamlett

on 6 January 2011

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Transcript of Helping Helpdesk

Helping Helpdesk Overview problems
solutions
result
Problem #1 Users call and wait...

...and wait...

...and wait With ONE person
handling all the calls,
users can wait several hours
for a simple password
unlock or reset at that point, they are no longer patient... solution #1 a newly designed
help desk procedure one person answers
the phone and
creates a ticket that person fixes
the easy problems
within minutes for all other problems,
he/she assigns the ticket
to the next ITS in the queue that ITS then works
on the problem until
it is fixed with the workload
dispersed among the
whole unit no one waits longer than 5 minutes for a password reset/unlock
employees can actually perform the work they're paid to do
the IT unit's level of stress decreases dramatically result #1 Happy Employees
Full transcript