{"id":34,"date":"2007-01-09T19:44:57","date_gmt":"2007-01-10T00:44:57","guid":{"rendered":"https:\/\/alltomp3.com\/blog\/?p=34"},"modified":"2007-01-09T19:44:57","modified_gmt":"2007-01-10T00:44:57","slug":"help-desk-software-functions","status":"publish","type":"post","link":"https:\/\/alltomp3.com\/blog\/help-desk-software-functions\/","title":{"rendered":"Help Desk Software Functions"},"content":{"rendered":"<div id=\"allto-2369129769\" class=\"allto-before-content allto-entity-placement\"><script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js?client=ca-pub-6315172793941578\" crossorigin=\"anonymous\"><\/script><ins class=\"adsbygoogle\" style=\"display:block;\" data-ad-client=\"ca-pub-6315172793941578\" \ndata-ad-slot=\"3577474644\" \ndata-ad-format=\"autorelaxed\"><\/ins>\n<script> \n(adsbygoogle = window.adsbygoogle || []).push({}); \n<\/script>\n<\/div><p>But how do help desks normally work? What are the typical functions? Why have software? These are all valid and important questions&#8230; and questions that should be periodically considered even when a help desk is already established and functioning. Hopefully, this section will answer these and other related questions.<!--more--><br \/>\n<strong>\u00a0<\/strong><\/p>\n<p><strong>TRADITIONAL HELP DESK TOPOLOGY<\/strong><\/p>\n<p>\u00a0<\/p>\n<ul>\n<li>Traditionally calls are received by a helpdesk and passed through various support levels until resolved. Often referred to as first, second and third line support.<\/li>\n<li>This may require escalations to managers to ensure that Service Levels are achieved against customer expectations.<\/li>\n<li>Calls are received and logged. A ticket number is issued to uniquely identify the support log.<\/li>\n<li>The call is assigned to the appropriate person or team for resolution.<\/li>\n<li>During the life of a call there may be a number of actions required that need to be logged for example;\n<ul>\n<li>Attachments of further information, screen shots showing the problem, related documentation etc<\/li>\n<li>A series of events often need to be managed \u0096such as ringing back, sending email updates, obtaining more information, escalating, writing notes, arranging visits to resolve the issue.<\/li>\n<li>Record of the resolutions and a knowledge base search to help resolve similar issues in the future.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>THE ADVENT OF SOFTWARE<\/strong><\/p>\n<p>\u00a0<\/p>\n<ul>\n<li>Support services that rely on the personal touch alone can not guarantee or report on any service levels. Any records will be incomplete and cannot be relied upon.<\/li>\n<li>Support staff will be interrupted through out the day with support requests \u0096 this is stressful and an inefficient use of resources.<\/li>\n<li>Each requestor will expect immediate response as there is no evidence of the volume or severity of other outstanding support requests<\/li>\n<li>A formal helpdesk application allows the support department to record, track and resolve support requests in a controlled environment<\/li>\n<li>An Internet based helpdesk provides the mechanism to enhance the e-trade business process and provide after sales support and the opportunity to communicate with or promote directly to existing customers.<\/li>\n<li>Software allows the recording and association of the individual actions involved in the support process.<\/li>\n<li>Provides a knowledge base of past calls and their resolutions to assist with the support process going forward.<\/li>\n<li>An audit trail may be kept so that all actions are visibly documented. Some of these may be automated by the system.<\/li>\n<li>Helps identify trends or major issues for ongoing improvement of products and services.<\/li>\n<li>Without a formal logging system that contains all support requests it is hard for a manger to justify his departments costs or request additional resources.<\/li>\n<\/ul>\n<p>Source: <a href=\"http:\/\/www.help-desk-world.com\/\">http:\/\/www.help-desk-world.com\/<\/a>\n<\/p>\n<p><!--14ed016fe102bf232e844c307bf2da02--><\/p>\n","protected":false},"excerpt":{"rendered":"<p>But how do help desks normally work? What are the typical functions? Why have software? These are all valid and important questions&#8230; and questions that should be periodically considered even when a help desk is already established and functioning. Hopefully, this section will answer these and other related questions.<\/p>\n","protected":false},"author":305293,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-34","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/posts\/34","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/users\/305293"}],"replies":[{"embeddable":true,"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/comments?post=34"}],"version-history":[{"count":0,"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/posts\/34\/revisions"}],"wp:attachment":[{"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/media?parent=34"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/categories?post=34"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/alltomp3.com\/blog\/wp-json\/wp\/v2\/tags?post=34"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}