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Papers > Technology > Developing a Help Desk Solution
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Developing a Help Desk Solution |
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Business Problem Statement We have been asked to develop a help desk solution for an office of our financial services firm. ... In that the help desk “process” is thoroughly documented and is a “standard” application, we will bypass the two steps or system engineering and software design and focus on the customer requirements document – defining customizing the system to the customers’ requirements. ... By modeling the process and developing graphical representations of the milestones to be implemented, we demonstrate our understanding of our customers’ requirements. ... , server failure, virus definition patches) Severity reassignments – upon review by management tickets may be reassigned either up or down based on the content Calendar (scheduling) – management is responsible for load balancing and scheduling vacations/time off Service level agreements (severity one through work order) – Appendix B has an analysis of each category Management reporting process – using the SQL query features, management prepares weekly/monthly reports assessing trends and following up with internal customers to determine effectiveness and efficiency of each technician Outputs Personal queue – each technician receives and closes calls based on their severity Escalated problems – management reviews and determines appropriate closure Training requirements – trending identifies when users and/or technicians require additional application training Tools Software package (Remedy ARS) – help desk software focusing on problem tracking and resolution Server, 3 desktops (HP/Compaq) – one server with three user write licenses Metrics Number of problems not resolved within the SLA’s (service level agreement) – these “failures” are reviewed by management to determine the cause and frequency Number of escalated issues – any non-standard or urgent items requiring management intervention Frequency Ongoing after each call – management reviews the weekly/monthly reports to ascertain whether followup is required Weekly/monthly management reporting – monthly presentations at the administrative meetings to continue to educate the internal customer base Solution Design Our working budget is $20,000. |
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Title: Developing a Help Desk Solution
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