HELPDESK PROCESS ADVISORY

Whenever IT users have issues with their IT services they contact a designated resource who has extensive technical knowledge for resolution, that resource is referred as Help Desk.

Below are the key ingredients of Help Desk:

Knowledge Management A Help Desk should have a system that improves operational efficiencies by reducing the time spent to rediscover previous incidents or problems.

Problem Management A Help Desk should have a system that gathers information during incident management to help spot problems. This system will identify the root cause of frequent recurring incidents by capturing information in a knowledge base.

Access Management A Help Desk should act as the keepers of the user accounts along with password resets. Single ownership by the Help Desk will ensure quicker response time for end users with user or password problems.

Service Catalogue A Help Desk should have a published service catalog, ideally with pricing information included and with detailed service descriptions.

Help Desk consists of multi-tiered support which varies among companies. It can be on any below types:

• One person with extensive knowledge carrying a cell phone.
• A couple of people provide some level of the support in-house and other people provide support from another organization contracted for additional support.
• A group of people within the company providing all levels of support.

The Help-Desk Advisory is based on industry best practices which are derived from ITIL/ITSM/ISO 20000 and CMMI-SVC.