Community Help Desk Live Technical Support

Manitoba MOA: 2000 Establish 440 new CAP Sites Identify 50 Community Resource Networks (CRN) Work with existing and new partners to support CAP sites and CRNs Establish a Help Desk Call Centre CIMNet web site development tools –editorial Boards

MOA: Support existing CAP sites –ISP costs, CIMNet web sites Operate a Prairie Region Help Desk Increase capacity for special needs locations Continue support for CRNs

Help Desk Delivery Coordinating Office –Administration –Site Inspection Call Centre –Management –Analysts Delivery Agents

Role of Help Desk Support all CAP in PNR Bilingual services, pending Aboriginal languages Consistent, reliable answers Usage stats Clearinghouse to CAP and to IC Purchasing power and services based on regional presence

Help Desk Services Toll-free technical support Clearinghouse about milestone and tombstone data Use of CAP Database Support custom software Call forward / dispatch to local supports Extended service hours Asset monitoring software Shared use of our licenses

Help Desk Service Agreements - Present Hours of operation Deliver FAQ information & supports Data use & maintenance standards Escalation Procedures Address sustainability Coordinate activities to attend meetings

Help Desk Service Agreements - Future Better distinction of tiers Performance incentives Staff training investments Sustainability issues

Help Desk Capacity 2 seats, 40 hours 1 seat, 49 hours (after hours) Avg tier 1 call duration: 7-10 min. CAPACITY: ~3000 calls /mo Average Call volumes: – minutes /mo –200 calls /mo

Help Desk Tools Workstation protection: Asset Monitoring: CCR Ticket tracking: Knowledge base: Customer Contact Database: CAPDB TelCo: Call Prompter / IVR

Workstation Protection Windows 9x/ME and 2000/XP Protects against all software changes –virus protection (vs prevention) –mischief Customizable –scheduled reboots and service windows –thawspace –passwords and tokens

Problem Tracking FootPrints Integrates with KB, works in Linux environment Stores FAQ Customizable data structure Customizable interface layout Supports self service through

Knowledge Base Integrates with all major help desk software vendor applications Programmable API Standardizes responses Supports 150+ titles –Applications and OS –Contains hundreds of thousands of solutions Professionally authored and managed

Supported Applications (see handout) Operating Systems - Linux, Windows Hardware and disk utilities Mail and Groupware Desktop applications Business productivity applications Server systems Internet applications Graphics and publishing applicatins

Custom Tools CAPDB –retains all CAP site information hours of operation map coordinates contact information services & features –observes IC data structure CCR –uses WMI to submit weekly XML report

Help Desk Platform Open Source Solutions Red Hat Linux 7.3 Java Servlets (Tomcat 4) T1 connection (portion) PostgreSQL, MySQL DBs

Help Desk on a Budget $20,000 /yr + start-up –1 seat, 1 staff, 40 hours/wk, $8/hr –no toll-free, no KB or advanced software tools $410,000 /yr –2 seats, 5 staff 40 hours/wk, $8 - $15/hr –on-call tier 2, 49 hrs/wk, $20/hr –Advanced software and KB supports

Opportunity Diverting first response to help desk Collaboration: –Purchasing power for professional tools and services (asset management and protection) Distributed Service Model –local skill development

Relevant Links –MB CAP sites by region or category

Contact Information Glen Parsons Manager, Community Help Desk Initiative Manitoba Community Connections (204)

Community Help Desk