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12 Cards in this Set
- Front
- Back
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What are the benefits of a helpdesk?
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*reduced workload on other departments
*lowered cost of ownership of the computing and support infrastructure *serves as a clearinghouse for information *reduced cost through efficiency *optimized investments and managed business support services *customer retention and satisfaction *identified business opportunities |
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What are the primary objectives of a service desk?
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*serve as a single POC for customers
*be a customer interface for IT *act as a clearinghouse for service management info *offer professional and courteous customer service *improve incident response *improve service levels *restore service quickly |
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What are the 3 types of service desks?
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central, local, and virtual
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What technologies are necessary for a service desk?
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*advanced telephony
*interactive voice response (IVR) systems *pager systems *integrated service management and operations management systems *fax servers *knowledge, search and diagnostic tools *automated operations and network management tools |
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What are the service desk's 4 primary tasks?
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*responding to calls, incidents, and changes
*providing info to users *being a supplier liaison *monitoring infrastructure |
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What items are necessary for a service desk environment?
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*adequate room
*library of product and customer documents *current service catalog *conference phone facilities *seating and desk space for conferences *beverage facilities *publishing service desk info |
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What are the 4 service desk processes and procedures?
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*using common, structured questioning techniques
*gathering appropriate customer details and ID *checking the CMDB for accuracy and up-to-date info *marketing the service desk to customers |
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What are the 12 recommended factors in service desk hiring?
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*budget
*customer service expectations *IT infrastructure & service catalog *number of customers *incident volume *support periods *workload patterns *SLA's *type of response required *level of training & existing skill levels of staff *support technologies used *processes & procedures in use |
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What are the 3 characteristics of a good service desk member?
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*team player
*professional *empathetic |
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What are 4 metrics for help desk performance?
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*percentage incidents closed without escalation
*average incident resolution time *number of calls per workstation or employee and total number of calls *PABX reports |
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What are some common costs for setting up a service desk?
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*set-up, ongoing, and accomodation costs
*telecommunications, hardware, and software *licenses and workstations *training, education, and recruitment |
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What are some common problems in setting up a service desk?
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*user services not a priority
*lack of management commitment *resistance to changing practices *incorrect/insufficient resources & skills *overreliance on technology |
