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Published byBritton Griffin Modified over 9 years ago
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Kimi Kurkinen
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What is help desk? Help desk software The process of problem solving
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IT support Provides help with IT related problems Hardware Software Fixing problems Prevent problems from occurring
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A must-have Used for: Ticket system Database Communicating Analyzing data
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Ticket A file that contains information about a single problem Tracking tickets Automated messages / notifications
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Tickets are saved into database for later use Stored information is used for: Analyzing data and tickets Creating helpful documents Creating self service portal Sometimes used to store other information as well
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Different needs for help desks Different functions needed Only use the parts you need Example Example
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Process is usually described in a flowchartflowchart Four steps 1. Interacting with the customer 2. Prioritizing the problem 3. Fixing the problem 4. Finishing touch
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Customer contacts the help desk Creating the ticket Customers can be difficult to deal with
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Every ticket needs a priority level Depends on severity There are four priority levels Low Medium High Critical
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Tickets are assinged to a worker Some problems can be fixed instantly Bigger problems require on-site repairs It is important to keep the customers informed
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Notify the customer Documenting
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Help desks offers centralized IT support for customers Help desks use higly customizable softwares Tickets Problem solving process can be devided into four steps
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