1. Information Technology Services IS 8826 Support and Help Desk System at Company ABC Rachna Kumar

2. Objectives What is a Help Desk? System Development Cycle at Company ABC Structure of Support Unit at Company ABC Performance tracking of Support Survey Support Process at Company ABC Support Unit Responsibilities User Survey Result Questions??

3. Help Desk and Support Unit A help desk can be described as a centralized point of contact for users to request technical support or other system related issues. Types of help desk: Formal help desk Hotline E-mail and Internet No formal help desk

4. System Development Cycle in Company ABC Why it was needed? –Make the manual process easier –Increase efficiency and productivity Who did it? –2 people in phone sales department took the initiative 1992 all process was manual A UNIX platform was used to create a integrated screen to enter information

5. System Development Cycle in Company ABC 1993 a reporting system was added to analyze information 1994 WAN functionality was added Team of 6 people - 1994 Increased productivity resulted in a rapid growth Late 1994 Predictive dialing was used

6. Phone-Sale system in Company ABC - 1993

8. Structure of Support Unit in Company ABC

9. Performance Tracking

10. Support System at Company ABC

12. Support Unit Responsibilities Production Support Planning and Implementation Control and Compliance Information Retention Expense Management Change Control Break & Fix User Support Capacity Planning Technology Review

13. Support Unit Responsibilities VS. User Perception Actual Production Support -10% Planning and Implementation- 15% Control and Compliance -50% Information Retention - 5% Expense Management Change Control Break & Fix User Support Capacity Planning Technology Review User Perception Password and Login Reset System Support / trouble shooting Set up VTC Auditorium Management LAN/WAN issues Inventory Control Compliance Software management 20%

14. User Survey Result

15. Conclusion Upper management support Educate User User should be sensitive about support unit responsibilities

16. Questions??