Premium Essay

It Help Desk

In: Computers and Technology

Submitted By sheila
Words 461
Pages 2
Building an IT help desk that can actually help!.

Running a successful and efficient help desk can be a matter of thinking outside the box and taking advantage of initiatives elsewhere in your firm, said Greg Davis, information technology director and principal at Salina, Kan.-based CPA and business advisory firm Kennedy and Coe.
Running such a desk, however, requires forethought, especially in hiring the right people, standardization of procedures, clarifying objectives and measurement systems, understanding clients, and securing the support of a firm's management, Davis said.
Davis delivered his remarks to session attendees at the recent Tech 2006: The AICPA Information Technology Conference, held here. Davis led a session titled "Best Practices for a Corporate Help Desk."
Responding to such audience suggestions as paying attention to security and trends, an over-reliance on a help desk to provide staff training that should be coming from elsewhere, and better matching of caller sophistication to help desk personnel, Davis noted that a good help desk can increase the productivity of clients, improve overall revenue and profits, and produce more knowledgeable clients, among other benefits.
* Hiring: Davis said that firms must determine exactly how many staffers they need on their help desk, considering as well the need for a desk manager, front-line staff to gather information and log calls, and the location of the help desk. He recommended one location - as close as possible to the hardware supported.
Help desks are also "high-stress" posts, he added, seeing turnover sometimes as high as 40 percent annually.
* Training desk staff: Davis also recommended shadowing, or on-the-job training in which recruits work side by side with veterans of the desk for a week or two, then veterans shadow recruits as they try to handle their first calls. Staff should…...

Similar Documents

Premium Essay

Clean Desk

...Clean Desk and Clear Screen (CDCS) Policy Objective: Clear desk and clear screen policy used to reduce the risks of unauthorized access to, or loss of, or damage to, information. This requirement should be contained in the user access authorization document. • Ensure that appropriate facilities are available in the office in which, depending on their security classification, computer media (disks, tapes, CDs) and paper and paper files can be stored and locked away, including in lockable pedestals, filing cabinets and cupboards. • Sensitive information should be locked away in a fireproof safe (and the security adviser will have to assess the fire resistance of the safe in terms of the sensitivity of the information inside it and its location in order to ensure its survival for long enough to be rescued). • Personal computers, computer terminals and printers should be switched off when not in use and should be protected by locks, passwords and the like • Everyone should be required to use a password protected screen saver that automatically fires up after only a few minutes (between three and five is reasonable) of inactivity • Incoming and outgoing mail collection points should be protected or supervised so that letters cannot be stolen or lost, and faxes and telexes should be protected when not in use. • Photocopiers should be switched off and locked outside working hours; this makes it difficult for unauthorized copying of sensitive information......

Words: 270 - Pages: 2

Premium Essay

Computer Help Desk Support

...Computer Help Desk Support Table of Contents Computer Help Desk Support 1 Introduction 1 General Process 1 Conclusion 2 The in-house help desk of any organization is important for the assistance of employees. It is vital to any organization’s success that the company’s employees are able to create documents. A help desk is a resource which employees can use to troubleshoot program errors, maneuver through unfamiliar programs, and ask general questions. There are many more uses for the help desk within an organization. The help desk can be an invaluable resource for any employee, regardless of his or her computer experience. The general process of the help desk is as follows: ➢ The employee calls the help desk with issue or question. ➢ A help desk ticket is created. ➢ The help desk employee either addresses the issue or question or forwards the issue or question to a higher level technical support staff member. ➢ The help desk staff member follows up and ensures the issue or question is resolved. ➢ The help desk employee checks with the employee to make sure there are no more outstanding issues or questions. The help desk ticket is resolved. The diversity of today’s workforce provides many opportunities for help desk employees to assist employees with a wide variety of computer application experiences. Familiarity with computer software can greatly differ for employees in which computer software experience is not a required part...

Words: 537 - Pages: 3

Free Essay

Dissertation for Desk Calculator

... Desk Calculator BIRLA INSTITUTE OF TECHNOLOGY & SCIENCE, PILANI WORK INTEGRATED LEARNING PROGRAMMES DIVISION BITS-WIPRO Collaborative Programme: MS in Information Technology, YEAR-2012. Abstract: The project is to solve an infix expression using a desk calculator. Input is given as an infix expression and output is obtained in a text file. Method followed to solve the expression is, the input is fetched from the input text document and converted to postfix notation using expression tree data structure, the resulted RPN expression is evaluated and the result is shown in output text file. Infix is converted to postfix because, it is easy for the compiler to execute the expression in postfix format. Commonly used data structures for evaluating expressions are stacks and expression trees, both of the above data structures are analyzed and concluded that expression trees are the best suited data structure for solving infix expression. 1.Introduction: Consider a situation where you are writing a programmable calculator. If the user types in 10 + 10, how would you compute a result of the expression? You might have a solution for this simple expression. But what if he types in 3 * 2 / (5 + 45) % 10 ? What would you do then? The expression that you see above is known as Infix Notation. It is a convention which humans are familiar with...

Words: 1838 - Pages: 8

Premium Essay

Cloud Computing and the It Service Desk

...Jason Latham Cloud Computing and the IT Service Desk IADT Seattle Cloud computing comes in many forms, from the use of third party resources to store data to delivery of IT services within an enterprise based on virtualized infrastructure, self-configuration, and automated provisioning. The former is an example of "public" cloud computing; latter is an example of "private" cloud computing. Tech industry experts are saying that tech jobs with desktop support in the Information Technology department will be declining sharply thanks to cloud computing. Why is this happening? A large majority of companies and government agencies will rely on the cloud for more than half of their IT services by 2020, according to Gartner’s 2011 CIO Agenda Survey (2011, Tantow). Makes tons of sense considering the advantages of cloud computing: easier updates, synched and secured files. If you’re in need of a primer of what cloud computing is and how it would be helpful. Does this mean that IT support will become obsolete? Will IT people become jobless or has desktop support turned into a dinosaur? That isn’t expected. But we can expect that IT people will extend their skills to cloud management. It makes sense considering the power of what the cloud can do. Google Docs, Microsoft’s Office 365 and Adobe’s Creative Cloud are all good examples of apps running in the cloud. There are, unfortunately, some jobs in the IT industry that are predicted to have less demand in the future, now that......

Words: 898 - Pages: 4

Free Essay

Recomandation Help Desk phase Describe the different system maintenance types and their importance Critique different backup and disaster recovery options Identify factors that signal the end of the useful life of an information system Discuss future challenges for IT professionals as technology reshapes the workplace Assignment Instructions: IT460:1-Compare various types of information systems. Please complete the following assignments using MS Word. Save the assignment as Unit 9 Assignment.doc and place it into the Unit 9 Assignment Drop Box. Click here to access the “SCR-TIMS Work Session Link”. Jesse wants a recommendation about an SCR help desk. She said that I can get more information on the Internet. She wants any input by early next week. She said there's lots of information out there on this topic. She wants me suggest a plan for creating an SCR help desk (SCR –TIMS Worksession, Session 12, To Do List, #1). Assignment requirements:     Plan submitted that discusses what a helpdesk offers Discusses internal support options Discusses external support options and shows sample vendors and their options Makes recommendation that details which option is being recommended and why 40 point assignment grading rubric Assignment Requirements Maximum points Points earned 1. Detailed Plan submitted that discusses what a helpdesk offers 2. Discusses internal support Copyright Kaplan University 0-10 0-10 Assignment Grading Rubric Course: IT460 Unit: 9 Points: 40 options.......

Words: 328 - Pages: 2

Premium Essay

Help Desk It

...Active Secret Security Clearance Vacancy Announcement # Position Title: Help Desk Support/Analyst Core Competencies Communications, computer system theory, Cultural Advising, Cyber security, Network+ Cisco,CCNA, Linux, COMP TIA Network+ ,Help Desk Analyst, Hardware software support , IT Help Desk DOD level Interpretation, information security , foreign language tutoring, Media analyst, Foreign Relations, Government, Military, Defense, Security, Counter-Terrorism, Intelligence, Special Operations, proficient Arabic and Kurdish Employment History August 2009 to Present Texas National Guard/Army (Subject matter expert /Communication specialist), E-5 • Maintain radio and data distribution systems. • Perform signal support functions and technical assistance for computer systems. • Provide technical assistance and training for local area networks. • Maintenance for equipment, terminal devices, assigned vehicles and power generators. • Providing quality translation/interpretation Texas National Guard as needed. . February 2012 to March 2013 Time warner San Antonio, Tx area Help Desk Support • Perform setup and configuration of desktop/laptop/server equipment. • Troubleshoot virus and software issues. • Manage installs, moves, adds and changes of desktop/laptop/server hardware, software & cabling Troubleshoot, resolve, and document end user help requests for server, desktop, laptop, and  • Installation of......

Words: 774 - Pages: 4

Premium Essay

Help Desk System

...resolution provided by the supporting staff will be added in the Knowledge Base Library. 8. Incident Closure - Manual Closure Other than closing the incident by supporting staff, system should have an option of providing user to close the incident. System should contain closure categorizations or rules to ensure that all the incidents have proper resolution input before they can be closed. - Automatic Closure The incidents will be closed after the specified number of days when there is no response from user. 9. Service Level Agreements Service level can be setup in the system to keep track the compliance. Alert message can be sent through email to supporting staff when a service call is not closed within the defined time. 10. Help Desk Reports - Report by all requests type - Report by SLA violation - Report on all problems - Report on opening problems - Report on pending problems - Report on closing problems Each report can have flexibility to select Department, Level, Priority, Requester, Assignee and Date. 11. Enquiry - Enquiry by all requests type - Enquiry by SLA violation - Enquiry on all problems - Enquiry on opening problems - Enquiry on pending problems - Enquiry on closing problems Each enquiry function should have flexibility to select Department, Level, Priority...

Words: 435 - Pages: 2

Free Essay

Help Desk I Technician

...Lab Report Each answer is worth 10 points. Use a red colored font for you answers. Place the answers below the questions. 1. Looking at the above graph, write a short paragraph on what is happening here with the congestion window and the flight size. Based on the graph I believe that the congestion on the server starts around 5,000 bytes and continues to increase for the next 11 seconds of the transmission. The flight size starts around 1m42s and reach the higest point when the the transmission is around 32,000 bytes. 2. In the Results Browser, bring up the Global TCP statistics for Delay (sec) and Segment Delay sec). In a short paragraph, comment on the delay graph. 3. Overlay the statistics for Client Received Segment Ack Number and Sent Segment Ack Number. Zoom until you see a definite separation and shapes as below. Write a short paragraph explaining why the client numbers are so different from the server numbers and a description of what is happening. 4. Given the configuration of the Packet Discarder, write a short paragraph explaining why the server’s Congestion Window size has this variation. Paste a copy of this window into your lab report. When finished, hide or delete the panel. I have to many problems with this lab as you can see. The congestion window size could vary due to bandwidth variation, packet loss and jitter. 5. Examine the statistics for the client node. Have the packet drops affected anything on the client that you......

Words: 336 - Pages: 2

Premium Essay

Help Desk

...SOSTAC™ e-marketing plan for B2B Company What is SOSTAC™ ? The SOSTAC Planning System is one of the most powerful planning systems ever developed. Simple but extremely effective, as it contains all the ingredients vital for the perfect marketing plan. Whether a blue chip, like IBM and BT, or small business, professionals who discover SOSTAC Planning System embrace it for life. This method will help you to create, write and develop your marketing plan by breaking down into six elements: Situation analysis, Objectives, Strategy, Tactics, Action and Control. Figure 1 SOSTAC™ - a generic framework for e-marketing planning How does it work on B2B company e-marketing plan? 1. Situation analysis Internal audits •Current internet marketing audit (business, marketing and internet marketing effectiveness) •Audience composition and characteristics •Reach of web site, contribution to sales and profitability •Suitability of resources to deliver online services in face of competition External audits •Marco-economic environment •Micro-environment C new marketplace structures, predicted customer activity •Competition C threats from existing rivals, new companies and intermediaries Assess opportunities and threats (SWOT analysis) •Markets and product positioning •Methods of creation of digital value and detailed statement of customer value poposition 2. Objective analysis •corporate objectives of online marketing •detailed......

Words: 341 - Pages: 2

Premium Essay

A Guide of Service Desk

...industry peer group. 15. World class service desks resolve a high percentage of problems and try to avoid dispatching or sending problems to other support groups. Also, their practices are proactive, rather than reactive, in nature. 16. Help desks handle only computer failures—a practice often referred to as “break/fix”—the service desk handles a much broader set of responsibilities that included serving as the single point of contact for managing customer incidents and service requests and communicating with customers. 17. Service desks are able to be more proactive and can reduce the time required to satisfy a customer’s request. 18. (a) People – the staff and structure put in place to support a company’s customers by performing processes; (b) Processes – determine the procedures people follow relative to their specific area of the business; (c) Technology – the tools and systems people use to do their work; (d) Information – data that are organized in a meaningful way. People need information to do their work and management needs information to control, measure and continually improve processes 19. (1) Business skills – the skills people need to work successfully in the business world; (2) Soft skills – the qualities people need to deliver great service; (3) Self-management skills – the skills 2 people need to complete their work effectively, feel job satisfaction, and avoid frustration or burnout. 20. Successful service desks hire and train people who have good......

Words: 6553 - Pages: 27

Premium Essay

It Help Desk

...customers help-desk interaction * Prepared reports and stayed up to date regarding system information * Strategically install and upgrade network computer applications, upgrade and maintain computer hardware, and perform critical backups * Enhance database performance, perform restores, implement recovery procedure, handle performance tuning, and conducted regular system backups * Provided networking desktop support and perform mainframe and account maintenance tasks * Handled technical troubleshooting within an enterprise environment, including system crashes, slowdowns and data recovery * Ability to perform task independently under pressure * Provided installation support and services to setup, install, move, add and change for PC hardware and software. * Provided IT support at local and remote audio and video conferences when needed. * Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions. * Provided technical help desk support for AAIC’s hardware/software infrastructure * Provided Point of Sale technical support for our Independent Agency channel to issue New Business to enable AAIC profitable growth. * Provided computer help desk support via telephone communications with end-users * Provided computer help desk support and technical training on hardware/software to end-users * Performed diagnostics and troubleshooting of system issues, documented help......

Words: 557 - Pages: 3

Premium Essay


...Regulations Part 785: Hours Worked Title 29, Part 785 of the Code of Federal Regulations U.S. Department of Labor Wage and Hour Division WH Publication 1312 (Reprinted May 2011) Material contained in this publication is in the public domain and may be reproduced fully or partially, without permission of the Federal Government. Source credit is requested but not required. Permission is required only to reproduce any copyrighted material contained herein. This material may be contained in an alternative Format (Large Print, Braille, or Diskette), upon request by calling: (202) 693-0675. Toll-free help line: 1-866-487-9243 (1-866-4-USWAGE) TTY TDD* phone: 1-877-889-5627 *Telecommunications Device for the Deaf. Internet: PART 785—HOURS WORKED Sleeping Time and Certain Other Activities § 785.20    General. § 785.21    Less than 24-hour duty. § 785.22    Duty of 24 hours or more. § 785.23    Employees residing on employer’s premises or working at home. Section Contents Subpart A—General Considerations § 785.1   Introductory statement. § 785.2   Decisions on interpretations; use of interpretations. § 785.3    Period of effectiveness of interpretations. § 785.4    Application to Walsh-Healey Public Contracts Act. Preparatory and Concluding Activities § 785.24    Principles noted in Portal-to-Portal Bulletin. § 785.25   I llustrative U.S. Supreme Court decisions. § 785.26    Section 3(o) of the Fair Labor Standards Act. Subpart B—Principles for...

Words: 8423 - Pages: 34

Free Essay

Standing Desks

...Slide 1 Buenos Dias Brasilia… Thank you for having me here today. Slide 2 One out of Four Brazilian workers have at least one chronic disease and the sedentary nature of the office workplace contributes to this problem. Slide 3 The Ergotron Work Fit-S Sit Stand Work Station can adapt a traditional desk to an ergonomic workstation with height easy height adjustments for the worker. The Ergotron Work Fit-D station is an adjustable table that the worker can use to easily raise or lower their workstation. The next slide is a video presentation that shows the benefits in an entertaining way… Slide 4 Video Slide 5 This graphic shows that in today’s lifestyle the average person may be sitting for 15.5 of the hours that they are awake. This time is spent during eating meals, driving to work, watching television, computer games, surfing the internet, and the list goes on. Sitting at work is where the bulk of the time is spent sitting, so reducing this time can greatly improve the health of the office workers in Brasília. Slide 6 Research has shown that productivity in the workplaces that have used adjustable workstations has increased by 18 percent. That is a win win for everyone involved! Slide 7 These new habits should be started slowly like any exercise program. This is where the ease of use for the Ergotron work stations are very beneficial. Start with alternating the sitting and standing as often as you like. Standing too much in the beginning may......

Words: 305 - Pages: 2

Free Essay

Solutions to Help Desk Problems

...generally be offline on Mondays and Saturdays. If these times are not convenient for you, please let me know, and I will be happy to accommodate your schedule if at all possible. I provide you with these times to make it easier to communicate with me, not to limit our contact and want you to know that, should you need to contact me outside these time frames, you should not hesitate to do so. If you post a question to your Individual Forum I will respond to you the next time I check into class, with a goal of responding within 24 hours! If you would like to speak by phone you are welcome to call me. To ensure you reach me, please post a request for phone communication in your Individual Forum to set up a time for you to call me. I am here to help you succeed in any way I can. For emergencies, when you are not able to gain access to messages on the Online Learning System (OLS), please send a message to my personal email address. In the event a third party needs to contact me, please direct them to my contact information listed under "facilitator information." No third party should use your login credentials to gain access to the classroom. Facilitator Bio To introduce myself more fully, I am posting my biography in a separate note to our Chat Room forum. After you have read my bio, please post a bio about yourself—I look forward to getting to know you! Words of Welcome Welcome to SCI/162, Principles of Health and Wellness. I congratulate you on your decision to......

Words: 1529 - Pages: 7

Free Essay

Help Desk Implementation

...Following 3 software were considered for the above mentioned business problem 1) Exo PHP Desk 2) osTicket 3) Trellis Desk Features | ExoPHP Desk | osTicket | Tresllis desk | Web Hosting | | | | DB | MySQL | MySQL | Propriety | SSL security configuration | | | | Ticket Management | | | | Customer Self Service Portal | | | | Email-to-Ticket Conversion | | | | Phone-to-Ticket Conversion | | | | Ticket History | | | | Unlimited User Defined Fields | | | | Public Messages | | | | Basic and Advance Ticket Searches | | | | View / Subscribe to a Group of Technicians Calendars | | | | Self-Registration Option | | | | Self Service Guidance - Related FAQs | | | | Feedback and staff rating | | | | Customer-Only Articles and Technician-Only Visibility | | | | Keyword Search Criteria | | | | Change History | | | | Departmentalization | | | | Live Chat | | | | User Customization | | | | Number of customers supported | Unlimited | Unlimited | Unlimited | Multi Web user interface | | | | All the above mentioned software satisfy most of the needs specified by business. But ExoPHP provides added features with inclusion of customer accounts which provides more secured way of raising tickets and tracking them till closure. Also ExoPHP provides an option to store FAQs for customers which helps in avoiding customers to raise tickets which could be easily resolved. Also......

Words: 570 - Pages: 3