The Help Desk of the Future Dianne Mines IS 8826/01 – Fall 2002

1994 Predictions for 2001 by Marvin Cetron & Owen Davies Magazines on floppy disks Personal robots in the home 100% computer literacy in urban areas Colleges and universities would close or merge because of the lack of student enrollment. More adult students would be pursuing degrees — Creighton, K., & Jensen, B., (2001, August). The public library of the future. Library Journal, 126,

Customer Relationship Management Strategy, rather than a process Customer Satisfaction is #1 goal Help desk should add positive value rather than be considered just a cost center

The Work Place Where will your office be? What will it look like? What type of equipment will you use?

Outsourcing Lower cost (66.7%) Reduce number of employees (60.5%) Focus on core competencies (40.3%) Reduce risk (30.2%) Staff hard to fill jobs (24.0%) —Anonymous, (2001, October) contract management survey. Hospitals & Health Networks, 75,

Outsourcing Multi-tier or levels of support Knowledge area experts Support multiple companies

Telecommuting Work from anywhere Support outside the USA CSRs and users both telecommute Companies will specialize in support of Telecommuting workers

Qualifications Education IS/IT required MSIS desired Certifications For any area you support Must keep current Experience

Qualifications Career Paths Multi-tier support Management Certifications and continuing education keeps you up to date Compensation

Training Major role in help desk Virtual classroom Distant learning Video conferencing

The Internet Major means of communication with user Real time applications Source of information for CSRs and users $5 vs. 3¢ 33% increase in calls handled —Marken, G., (2000, June). Web-based support. Boardwatch, 14,

Knowledge areas Hardware Wireless, Wireless, Wireless Magnetic memory chip Non-volatile Faster Less power Tablets Super Computers

Knowledge areas Software Development next generations Database Super Computers Biometric authentication (voice identification) Voice/speech recognition Artificial Intelligence

Questions?