1. The IT Services Helpdesk
The way ahead

2. The Face of IT Services The Customer The Helpdesk team Technicians
Desktop Support
Network Support
Systems Support
Etc…..

3. The Face of IT Services The Customer The Helpdesk System
Internal & external
Databases
Other functions
The Helpdesk System
Technicians
Desktop Support
Network Support
Systems Support
Etc…..

4. Web self service / phone /email / walk-up
The Face of IT Services
The Customer
Web self service / phone / / walk-up
Helpdesk team Helpdesk system
Technicians
Desktop Support
Network Support
Systems Support
Etc…..

5. Helpdesk team Helpdesk system
The Customer view
Single Point of contact
Help in classifying problem
Solution – instant or by referral
Managed response time
24 x 7 service via web or
The Customer
Helpdesk team Helpdesk system
Technicians
Desktop Support
Network Support
Systems Support
Etc…..

6. The Service Providers’ view
Management, control & organisation of workload:
Less interruptions
More time & resource flexibility
More focus on specialisations
Help in setting & meeting targets
Analysis of workload trends, problem types etc. - opportunity to plan, not just react
The Customer
The Helpdesk
Technicians
Desktop Support
Network Support
Systems Support
Etc…..

7. Helpdesk team Helpdesk system
Faculty Teams
The Customer
Helpdesk team Helpdesk system
Faculty IT teams
Technicians
Desktop Support
Network Support
Systems Support
Etc…..

8. Faculty Teams: referring calls
The Customer
Helpdesk team Helpdesk system
Faculty IT teams
Technicians
Desktop Support
Network Support
Systems Support
Etc…..

9. Faculty Teams: accept & refer
The Customer
Faculty IT teams
Technicians
Desktop Support
Network Support
Systems Support
Etc…..

10. Faculty Teams: all functions
The Customer
Faculty IT teams
Technicians
Desktop Support
Network Support
Systems Support
Etc…..

11. New System “Requirements”
Web interface:
Intuitive. even for reluctant end users.
Browser and OS independent
Technician Web interface: full functionality incl. printing
Customised call creation, user portals, web forms etc. for departments.
Alerts and Broadcast announcements:
e.g. “You have a new call” “SLA about to be exceeded” “No update in 2 days” “Call has been reassigned“
Via web or client and/or /messaging/SMS
Broadcasts at login and/or popup, to selectable population
Call entry:
Customisable per department.
Quick entry for simple or linked calls.
Contact info from HR Database, overwriteable.
Priority field controls sequencing, targets
(des) Separate priority field for users!

12. New System “Requirements”
Call management:
Flexible system of SLA targets, alerts & measurements.
Easy tracking incl. attachments, correspondence. Trace from partial info.
Can retain ownership of a call.
Auto status updates to end-users; can also view status.
Detail required on closure unless trivial.
Change management:
Define complex processes e.g. new user.
(des) Flow control depending on parameters.
Easy status tracking by authorised user
Inventory / asset / software management:
All hardware; details such as make; model; serial; IP; MAC adrs.
Accept input from barcode reader.
Software licence compliance, at least Windows. (des) detect other s/w
preparedness for FAST audits!
Auto scheduling e.g. maintenance, licence renewal
(des) Booking & maintenance of shared equipment

13. New System “Requirements”
Interfacing to other databases: e.g. Staff / HR, asset registers
(des) Student contact data
Network Database - migrate workflows
Knowledge base and FAQs: manual or auto-generate. Access levels: user, technician, specific team
Authentication: All end-users able to enter new calls.
Authenticate against central system OR separate systems OR (users only) e.g. coded url link in the notification
Call reporting:
e.g. jobs pending, in progress, overdue, due today, recently closed.
Customer Satisfaction measurement
Licensing: unlimited user “self service”; effectively unlimited technical users.

14. Other planned changes More staff
Integrate MIS and AIMS-IT call handling
New layout
Co-locate Student and Staff teams
More visible
Walk up / phone /