Tips for running the HELP DESK Linda Zaleski – CCS Terry Jarnagin - SirsiDynix Unicorn Consortia SIG – September 28, 2006

CCS 23 libraries 23 libraries 9 FT staff 9 FT staff 4 FT IT staff, 4 other FT professionals 4 FT IT staff, 4 other FT professionals 4 night operators 4 night operators Help Desk staffed Help Desk staffed –8-9 Mon-Fri –8-6 Sat, 11:30-6 Sunday –Full time staff during the day – weekends too

Help Desk Evolution You are somewhere on this continuum You are somewhere on this continuum PhoneFax In person Incident management software Pager/Cell/ Blackberry Automated attendant paper beeper

Help desk software Benefits to Computer Room and libraries Benefits to Computer Room and libraries Requests are not lost Requests are not lost Progress is tracked Progress is tracked Time management tool Time management tool Communication tool Communication tool Reference Reference We use WonderDesk We use WonderDesk

Tips for implementing incident tracking at your site Incidents pop up in all staff Incidents pop up in all staff Kicking the direct habit Kicking the direct habit Training libraries to make reports in Wonderdesk Training libraries to make reports in Wonderdesk Maintaining the dialogue in (like the SD system) would be nice for us Maintaining the dialogue in (like the SD system) would be nice for us Regular review of open incidents is a must Regular review of open incidents is a must

Staffing Assigned times for phone calls Assigned times for phone calls Ring system (we use this) Ring system (we use this) Special help desk number that rings everywhere we are Special help desk number that rings everywhere we are Deciding who should work on calls Deciding who should work on calls –Informal or assigned Find balance with other tasks Find balance with other tasks –Help desk work slows down project work

Tips for Staffing CCS staff quote CCS staff quote –we love Webley Non-intrusive Non-intrusive Call blasts Call blasts Used for staff emergencies Used for staff emergencies Number is on our standard message Number is on our standard message

Tips for the libraries Retraining the libraries to use the incident tracker Retraining the libraries to use the incident tracker Decide who should make the reports (individuals or one signon per library) Decide who should make the reports (individuals or one signon per library) Who opened this call Who opened this call Forgot the password Forgot the password Training libraries to include complete information Training libraries to include complete information

Tips for When the System goes Down PLEASE call PLEASE call When NOT to use the incident tracker When NOT to use the incident tracker S-help and System_status listservs S-help and System_status listservs –Fast way to communicate status to all libraries –Fast way to take the temperature at all libraries Monitoring the listserve Monitoring the listserve

Typical listserv dialogue

Challenges Calls are worked on – but never closed Calls are worked on – but never closed Training staff to reach closure Training staff to reach closure Reviewing and closing calls Reviewing and closing calls Calls that are on hold Calls that are on hold Multiple questions in the incident Multiple questions in the incident Question vs. actionable request Question vs. actionable request When to pick up the phone When to pick up the phone Escalating to next level Escalating to next level Tracking our incident number and the Sirsi incident number Tracking our incident number and the Sirsi incident number

Examples

Need to review regularly

Library ready to close

Question or action?

Task tracking !

Packages we evaluated Wonderdesk Wonderdesk – –$250 or $2500 purchase EZ support EZ support – –Hosted –$50/mo/seat or $80/mo/seat

Changes Along the Way…

A Look in the Rearview… Small support group servicing a small customer base Small support group servicing a small customer base –Support staff all generalists –Customers support needs similar Growing support group servicing a growing customer base Growing support group servicing a growing customer base –Support staff generalists, but specialists in some areas –Customers support needs changing

A Look in the Rearview…(cont) Large support group supporting larger customer base Large support group supporting larger customer base –Support staff faced with servicing large number and variety of sites; now are beginning to specialize in certain areas of software –Customers support needs vastly different, very experienced users, high expectations

Changes… Dividing into teams Dividing into teams –Support for newer client care representatives –Shorten the learning curve Moving into tiered support Moving into tiered support –Call center attendants –First tier support –Second tier support

Changes… Moving into customer focused teams Moving into customer focused teams –Mix of experience on each customer team –Variety of different customers assigned to teams Refining the customer focused teams Refining the customer focused teams –Like customers assigned to same team –Allows support staff to become more familiar with customers needs

Other changes… Introductory calls with handoff from implementation team to client care Introductory calls with handoff from implementation team to client care –Team members introduced –More information about site is shared with client care team –Details about special situations shared

Changes for Consortia Most consortia assigned to one team Most consortia assigned to one team Support staff more attuned to consortia structure Support staff more attuned to consortia structure Supporting the consortia helpdesk Supporting the consortia helpdesk Proactive communication with like sites Proactive communication with like sites Creation of diagnostic tools for consortia Creation of diagnostic tools for consortia Patch delivery service conceived for consortia Patch delivery service conceived for consortia

Considering Changes… Call tracking system – do you have yours? Call tracking system – do you have yours? Do you have the appropriate technologies to provide needed support? Do you have the appropriate technologies to provide needed support? Do you implement and offer some type of tiered or customer focused support? Do you implement and offer some type of tiered or customer focused support? What type of formal feedback do you offer your customers? What type of formal feedback do you offer your customers?

Questions?