The role of a Help Desk within the organization

 Managing a Help Desk:

The function of the Help Desk is to provide users with a single point of contact through which their needs regarding the use of resources and technology platform services are resolved and / or channeled, always in accordance with a standard adopted by the company. Among the objectives of a help desk are:

• Answer all calls received.
• Solve a high percentage online.
• Online monitoring of derived cases.
• Reduce recurring calls over time.

Definition:

The Help and Support Desk is a work team, a point of contact between the users of the company and the standard technologies adopted by it, and whose main objective will be to respond in a timely, efficient and high-quality manner to requests that said users perform, in relation to the various aspects of Information Technology help desk technicians job description.

Scope:

The scope of a Help Desk is very wide. Some of the categories in which we could group its various functions are the following:

• Services
• Reports Attention
• Use Policies
• Training
• recommendations
• Advertisements
• Publications

It may interest you:  The value of a Service Desk

Benefits:

This service provides the following benefits for users and for the organization:

• Provides a unique contact number where users can channel their queries or problems.
• Centralized administration of all requirements and problems associated with the computing platform is provided.
• Constant availability of support.
• Increases the productivity of users, preventing them from requesting help from their co-workers, generating unproductive times and solving a high percentage of the requirements in minutes.
• It relieves the IT areas of a very demanding problem, who are the ones that usually assume this role, allowing them to dedicate themselves to their core activity.
• Periodically provides information and recommendations to take actions for continuous improvement.

Components:

• First Level of Support : This role represents the first point of contact with the user. The first level of support is made up of personnel in charge of solving simple and / or procedural requests by telephone, based on procedures previously surveyed for resolutions in the first instance.
• Second Level of Support:  This role corresponds to the groups of technicians in charge of solving requests that require a higher degree of specialty. The second level of support is made up of more specialized personnel and they act on the basis of predetermined procedures according to each one's respective specialty.
• Supervision:  With the purpose of administering the service, the figure of the Supervisor is understood as the one who will be in charge of ensuring and controlling compliance with the predefined solution time standards for all calls received, as well as monitoring and control of the correct fulfillment of the solution time standards for all problem reports, as well as the commitments assumed by the resolution units regarding the solution deadlines of these reports. The Supervisor will then act as the first escalation level for cases not resolved in the specified time.

It may interest you:  Help Desk the key to effective ticket management

Analysis unit:

The function of a Help Desk Software Administrator or Analyst will consist of carrying out a monthly analysis of Indices and Data, the objective of which is to evaluate the behavior over time of all Indices defined in advance in the detail of procedures, according to agreements of service, promptly alerting the deviations that may occur, and generating proposals for corrective actions. In addition, it must have a user survey service according to its sector, which includes conducting biannual surveys of all users associated with the Help Desk service, in order to identify weaknesses in care and establish continuous improvement. The survey format can be developed in conjunction with the client.

Reports:

It is part of the service of a Help Desk, the delivery of periodic Reports, which reflect the historical activities and the level of compliance with them. Likewise, these reports allow the visualization of situations to improve both for the Customer and the Help Desk and make the necessary changes. The report identifies the requirements according to their scope, type of report, care modality and statistical graphics, as well as a list of the reports generated with the highest frequency in the month. As attached data, the various analysis of results regarding the periodic management delivered by the Failure Record Administration system should be included in these reports.

Implementation:

In each implementation of a service of these dimensions, the following activities are developed:

- Induction of technical support personnel in the culture, objectives and business processes of the client.
- Periodic training of human resources provided by the Help Desk.
- Analysis and implementation of the Help Desk Administration system, procedures, methodology and controls, as well as feedback from the client for the continuous improvement of said Administration system.
- Definitions of the system: Categorizations of problems, Rules of appropriate and efficient assignment, Levels of Impact, Prioritization of cases according to criticality, Adequate Escalation Policies so that the requirements are reassigned according to their complexity in combination with minimum waiting times for the end user, Notifications and alarms of servers and active equipment, Documentation of Solutions to apply to future resolutions (knowledge base).