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providerovide first level remote help desk support
1. 1. Provide First Level Remote Help Desk Support Analyze client support issues (01) Gera 2019
2. 2. Outlines Analyze client support issues (01) Provide advice on software, hardware or
network (02) Obtain client feedback (03) 2
3. 3. Help Desk What is a help desk? • A help desk is a resource designed to provide end users with information and
assistance regarding problems with computers and related devices or software • A help desk is an information and
assistance resource that troubleshoots problems with computers or similar products. 3
4. 4. Help Desk •A Help Desk is a resource designed for IT users to contact when they are having problems with their IT
services. •Help Desks institute a multi-tiered troubleshooting approach by having personnel with extensive technical
knowledge available. 4
5. 5. Help Desk… What standards should be implemented by a best practices Help Desk? • The most strategic method of
implementing a Help Desk is to follow Information Technology Infrastructure Library (ITIL) best practices. • ITIL best
practices Help Desk must include: • Single point of contact (SPOC) for IT interruptions • Computer or Software
consultations • Tracking capabilities of all incoming problems • Problem escalation procedures • Problem resolution •
There are many software applications to support the help desk function. Some target the enterprise level help desk and
some target departmental needs. 5
6. 6. Function Of Helpdesk •It provides a single point of contact for users to receive help on computer issues. •It manages its
requests via help desk software •Information gained in areas such as technical problems, user preferences and
satisfaction can be valuable for use in planning and preparation for other units in information technology. 6
7. 7. Support Logbook Log book: is a simple method of keeping track of the manufacturing process. Advantages: 1. It allows
the manufacturer to list every stage of making a product. 2. Logbooks are essential when a prototype is being made as it
records all the manufacturing problems and suggested solutions. This means that improvements can be made to the
manufacturing process. The product can then be manufactured on a large scale. 3. During full scale manufacturing,
problems/improvements are often discovered. If they are noted/listed in a logbook the manufacturing process can be
changed or updated. This may include suggestions regarding saving manufacturing time which may lead to reducing costs
so that the product is cheaper for the customer to buy. The logbook may suggest changing the way tools and equipment
are used.
 A simple improvement to the way a product is manufactured may lift the overall quality of the finished product,
attracting more customers. 7
8. 8. Support Logbook Advantages:… 4. A good manufacturing log will outline every stage of making the product. This
means if the product is designed in one country (e.g. the UK) and manufactured in another country (e.g. China), the
manufacturing workers will be able to follow the logbook and manufacture the product with few problems. 5. A logbook
incorporates quality control procedures which means that the product is constantly checked during its manufacture.
This should ensure that the finished item is manufactured to a high standard. 6. Keeping a logbook ensures that the
workforceis fully engaged and feel valued. Often it is the workers on the production line that have to deal with
manufacturing problems and find solutions quickly. Management often reward workers for good suggestions regarding
improving the manufacturing process and consequently the overall quality of the final product improves. 7. A logbook
plays a significant part in keeping a factory efficient, productive and competitive. If a factory is not able to compete with
a rival factory manufacturing the same product, it will eventually become unprofitable and shut. 8
9. 9. Support Logbook… • The five important things that should be included in a Helpdesk Support logbook • Problem •
Solution • Who see the problem • Time and date • Source of the problem 9
10. 10. Elements For Help Desk Support Four main component of Help Desk support are: • Process • Technology •
Information • People Efficient Help support requires: • 24/7 help desk support availability • Featured Phone System •
Professional staffed help desk • All raised ticket information 10
11. 11. What Help Desk Support Must Include • Notification Management • Service Provider • Automatic task identification
• Secured remote access • Supervisor • Efficient Cost • Great user Experience • Facility to assign, track and scale issues •
Secure client Information Access 11
12. 12. Hierarchy of Help Desk (Level of Users) 12
13. 13. Provide First Level Remote Help Desk Support Provide advice on software, hardware or network (02) Gera
ToCourseInfo@gmail.com 2019
14. 14. Providing Support and Support Log • Create software Support log using a spreadsheet or a database. • A support log
can be created using different software, spreadsheet table or databases. • If a spreadsheet is used it should look
something like the table shown below and in addition to the logical data validation and formatting of appropriate cells, it
should use a filter on the "Topic area" column to enable a quick look up by other support desk operators on topics to
see how similar problems were dealt with before. • If a database is used you should use fields similar to the items
shown in the table below. Only create the table with appropriate data validation, data validation text messages, text
length and other appropriate field settings in the database. It should also contain at least ONE query to display all
entries of a particular "Topic" to enable a quick look up by other support desk operators. 14
15. 15. Support Logbook 15 Log ID Date- Time logged Name of client Address of client Problem determined Department
Priority Advice offered Action taken Date-Time issue resolved Client Feedback
16. 16. Determine Client Identity •Client identity: an identity you assign for your clients. •It enables you to identify your
clients and previous data on your logbook. •This will help you to refer previous records (what requests you received &
what actions you take) easily. • Therefore, when you record requests you have to assign/determine identity to your
client. 16
17. 17. Determine The Problem •When you receive a request, you have to collect full information about the request
(problem). •To solve a problem, first you have to identify what really the problem or case requested is. •To do so, try to
collect the necessary information from your client. For example, the causes, time, symptom, etc. 17
18. 18. Record Client Details •Record client details, time of request, quick & concise identification of problem
•Listed below are four different requests for help received by request form, by telephone and in person.
•Record each into your Support Logbook 18
19. 19. Record Client Details… 19 R1 by request form: Its 7 40 am and ROMAN AYALEW from accounts department is not
able to print over the network. She asks if you can show her how to install a network printer on a network. Reports from
her department need to be printed out next week. R2 by telephone: Its 7 40 am and DAWIT SOLOMON in the finance
department has found Spider solitaire (game) failed. He is in hurry to play game. R3 by request form: Its 9 00 am and
MARY wants to know how to add password protection to some word processor documents to be sent to someone over
the internet. These documents have to be sent before the end of business hours today. R4 in person: Its 1 00 pm and
TOLERA GEMECHU client wants to know how to transfer pictures from a digital camera into a computer. He needs to do
this before the end of the today as the camera needs to be passed onto someone else tonight.
20. 20. Record Priority and Support Record priority of support to be given to clients and notify client •Give priority to the
problems recorded based on emergency, time, type of problem, etc. it helps you which should be done first, second,
etc. Provide support to clients •After you receive request from your clients and record on your support logbook, it is
time to provide solution for each problem. 20
21. 21. Document Support Given To Client •Every time you provide support to your clients, you should record your best
practice this record is known as Documentation. •Documentation is used to make the technical know-how and product
history available. •Record each step or procedure of best practice you follow in providing support. 21
22. 22. Obtain Feedback Obtain feedback from client on support given and update records accordingly •You have to collect
feedback from your clients how your client is satisfied on your support. 22
23. 23. Providing Support and Support Log 1. Design an appropriate support logbook using MS-Excel and MSAccess and
Document at least 30 requests on your logbook. 2. Assume you support your client and Document you provide support
to your clients (for the above first five requests), record each step or procedure of best practice you follow in providing
support. 23 Review Questions 1
24. 24. Provide First Level Remote Help Desk Support Obtain client feedback (03) Gera ToCourseInfo@gmail.com 2019
25. 25. Providing detailed client support for one problem 1. Determine the nature of the problem: Describe the problem in
your own words. • Also describe what is lacking in terms of hardware, software, training, etc. 2. Determine a solution to
the problem: Research, determine and then describe a possible solution to the problem. • List in particular all the things
 required to solve the problem such as new hardware, new software, training, new furniture and fittings, etc. that may
be required. • It is strongly recommended that you discuss this with someone. For example, the IT support staff of this
school have kindly agreed to visit our classroom at least once each session. Incorporate worthy suggestions into your
solution design. 25
26. 26. Providing detailed client support for one problem… 3. Seek client approval: Discuss your suggested solution with
your teacher or appropriately skilled adult or at least one other student of this course and seek their approval to go
ahead with the solution (and suggestions if any were made). Some feedback must be obtained and recorded under the
heading of "Client approval for solution". 4. Implement the solution: Research, determine and then describe the
implementation of your solution. 5. Documentation: Discuss with your teacher or appropriately skilled adult or at least
with one other student of this course and seek their suggestions and advice on documentation needs of your client in
the operation of the new system you have installed. Produce this documentation. E.g. brief user manual. 26
27. 27. Providing detailed client support for one problem… 6. Provide face-to-face instruction: Create a "lesson plan" with
supporting material to help you provide face-to-face instructions to a client, based on the documentation created
earlier. Conduct this "lesson" (tutorial) with a client, your client could be your teacher or appropriately skilled adult or at
least with one other student of this course. Supporting material can come in many alternative forms and can contain
one or more of the following examples; hand out, PowerPoint presentation, summary sheet, written activities to
complete, practical activities to complete, tests, role play, oral quiz, viewing a multimedia file, listening to a recording,
playing a game based on the topic covered, etc.
7. Seek client feedback and suggestions on improvements: Create a purpose built feedback form with a small number of
questions (multiple choice are simplest for client) that asks for feedback on this face-to-face instruction. Give this
feedback form to your client after the face-to-face lesson, you may need to go over this form with them or assist them
to fill it out. Some feedback for the "lesson" conducted with your client must be obtained and recorded via this
feedback form and handed in as your answer to this question. 27
28. 28. End Gerabirhan Paulos ToCourseInfo@gmail.com 2019

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