The document outlines the objectives and structure of a Help Desk Technical Support system. The system provides a centralized point of contact for problem resolution and inquiry. It aims to quickly and efficiently resolve problems through three levels of support - Help Desk, Tech Support specialists, and Vendor Tech Support. The Help Desk logs issues, gathers information, performs initial troubleshooting, and escalates problems if needed. Communication and status updates are provided to employees electronically. The system was successfully implemented in 2001.
1. Help Desk Technical Support
Your complete passport to resources
1
•Prepared, By Leon Blum
2. Purpose
To provide an organizational structure that will effectively
support our employees, and to ensure orderly reporting of problem
resolutions.
2
3. Objectives
• Provide one central point of contact for problem resolution and
inquiry.
• Provide one centralized problem management system.
• Provide high level of technical expertise to support our employees.
3
Centralized Problem Management
4. Service
. Provide day-to-day support that will include problem receipt:
date, time, description of the problem, and its resolution.
• Maintain a database history. This database will provide us with
information to measure the service level.
4
6. Goals
.Quickly and efficiently resolve problems.
.To have effective communication between employees and
support groups, thus eliminating calling the help desk.
.System will provide us with the ability to escalate problems
automatically, if necessary.
6
7. Structure
• Help Desk (Level 1)
• Tech Support specialists (Level 2 )
• Vendor Tech Support (Level 3)
7
8. Severity Definitions
Call back response -Will Vary-
High - System down or application is inoperative
Medium - High impact condition associated with an
application or an hardware problem.
Low - Application performance, or an intermittent low-
impact condition associated with software problem or user
question.
8
9. Escalation Process
9
Help Desk Tech Support Application
•Help Desk
•Tech
Support Mgr
•Application
Mgr
•Chief Info
Officer
10. Gathering Information
• Name , Phone, Location and computer name.
• Hardware and software.
• Screen shots of the error message.
10
Information required
11. Gathering Information. (cont’d.)
• Name of the operating system
• Name of the application
• Detailed description of the problem
• Was a change made?
11
12. Help Desk
• Insure that all the information is accurately recorded.
• Perform level-1 problem resolution within 20 minutes time
frame.
– Escalate to management , if the problem impacts the bank’s business.
– Track tickets to insure that they are resolved on time .
– Perform level-2 problem resolution for selected applications.
– Perform on-site services in case of an emergency .
12
13. Support Tools
• Knowledge base for employees to resolve their own problems
• Internet Support Web pages. “Google”
• In-house troubleshooting database.
13
14. Communication Keys
• Work to establish accurate expectations with employess and
technical support groups.
• Forward escalations to technical support managers, if business
is affected.
14
15. Features and Benefits
• Questions and problems will be logged on-line.
• Cost control, by not waiting on the phone.
• Notification of employees by email when tickets require additional
information, and also, when tickets are resolved.
• Multiple screens will provide employees with history of opened
and closed tickets. Ticket activity will be viewable work progresses.
15
16. Features and Benefits
(cont’d)
• Will provide audit trail of problems and resolutions
• System will be used to track and monitor recurring problems.
• Employees will be able to communicate electronically via email to
inquire about the status, and to see the progress as the ticket is
updated.
16
17. Bank Hapoalim, Accomplishment
17
The success of the project was an accomplishment of team effort with IT
Management , and development group.
The help desk system was officially opened in February 2001 for the United States and Rep’s offices in April 2002.
Leon Blum. Project Manager.
