Lesson 16 Help Desk CLIENTSUPPORT

Lesson 16 Help Desk CLIENTSUPPORT

Cloud Computing

Sales, marketing and online transactions can all be given a boost by cloud-based e-commerce systems, whether they're harnessed by enterprises or smaller businesses. One small company, MarkMaster, has been able to streamline several aspects of its business using cloud solutions. "It's totally changed our business," said CEO Kevin Govin.

Businesses are increasingly using cloud and e-commerce to improve how they do sales, marketing and online transactions.

Cloud computing is Web-based processing, whereby shared resources, software, and information are provided to computers and other devices (such as smartphones) on demand over the Internet.

Cloud computing is a natural evolution of the widespread adoption of virtualization, Service-oriented architecture and utility computing. Details are abstracted from consumers, who no longer have need for expertise in, or control over, the technology infrastructure "in the cloud" that supports them.[1] Cloud computing describes a new supplement, consumption, and delivery model for IT services based on the Internet, and it typically involves over-the-Internet provision of dynamically scalable and often virtualized resources.[2][3] It is a byproduct and consequence of the ease-of-access to remote computing sites provided by the Internet.[4] This frequently takes the form of web-based tools or applications that users can access and use through a web browser as if it were a program installed locally on their own computer.[5] NIST provides a somewhat more objective and specific definition here.[6] The term "cloud" is used as a metaphor for the Internet, based on the cloud drawing used in the past to represent the telephone network,[7] and later to depict the Internet in computer network diagrams as an abstraction of the underlying infrastructure it represents.[8] Typical cloud computing providers deliver common business applications online that are accessed from another Web service or software like a Web browser, while the software and data are stored on servers.

Most cloud computing infrastructures consist of services delivered through common centers and built on servers. Clouds often appear as single points of access for consumers' computing needs. Commercial offerings are generally expected to meet quality of service (QoS) requirements of customers, and typically include service level agreements (SLAs).[9] The major cloud service providers include Salesforce, Amazon and Google.[10][11] Some of the larger IT firms that are actively involved in cloud computing are Fujitsu, Microsoft, Hewlett Packard,[12] IBM,[13] VMware and Dell.[14]

http://en.wikipedia.org/wiki/Cloud_computing

References:

·  http://helpdeskclientsupport.wikispaces.com/

·  http://en.wikipedia.org/wiki/Help_desk

·  http://www.helpdesk.com/

Teacher:

Course Units HD CLIENTSUPPORT:

Unit

/

Name

/

Grading

ICAS4023B / Provide one-to-one instruction / G
ICAS4033B / Assist with policy development for client support procedures / U
ICAS4134B / Provide first-level remote help desk support / G
ICAW2002B / Communicate in the workplace / U
ICAW4027B / Relate to clients on a business level / G

Grading

U: Your result will be recorded and reported to you as Competent or Not yet

Competent.

G: Your result will be recorded and reported to you as Distinction or Credit or

Competent or Not yet Competent.

Information about assessment: http://www.tafensw.edu.au/courses/about/assessment_guide.htm

Assessmentevidence can be gained through a minimum of two assessment tools. For example:

·  Project

·  Test

·  Individual written report

·  Teacher observation and questioning

·  On-screen marking

·  Class based activity

·  Log book

Additional Resources:

How to Write a Word-Processing Document With Style

http://www.ehow.com/how_2294424_write-wordprocessing-document-style.html

How to Prepare Your Brochure For Printing

http://ezinearticles.com/?How-to-Prepare-Your-Brochure-For-Printing&id=1903144

HELP DESK CALL HANDLING SCRIPTS

http://www.google.com.au/search?hl=en&safe=active&q=HELP+DESK+CALL+HANDLING+SCRIPTS+&btnG=Search&aq=f&aqi=&aql=&oq=&gs_rfai=

Podcasting:

The Dummies* Guide to Podcasting

http://www.usrbingeek.com/a/000690.php

http://www.marketingshift.com/2005/3/eric-rice-podcasting-for-dummies.cfm

Podcasting

A podcast is a media file (generally audio) that is distributed over the Internet. The advantage of podcasts is that they can be subscribed to just like you would subscribe to a website or blog via RSS feed.

People can download podcasts to their computers or MP3 players and listen to them

wherever and whenever they like.

Podcasting is a very good medium to increase your brand awareness by providing informative and educational content.

For instance, if you are a whale watching tour you could interview whale experts and produce a mini series of podcasts freely available on your website and on the biggest podcast repository: iTunes from Apple:

www.apple.com/itunes/store/podcasts.html.

If you would like to start podcasting, this article from podcasting tools will help you get started:

www.podcasting-tools.com/podcasting-101.htm

If you are interested in podcasting but not yet ready to become a podcast creator, start by being a spectator.

Download iTunes from www.apple.com/itunes

install it on your computer and search the iTunes store for podcasts (they are free). For instance, you could search for:

· Your favourite radio show

· Online marketing tourism

· Northern edge Algonquin (a podcast from a tourism business in Canada)

Subscribe to the podcasts of interest and listen to them on your computer or on your MP3 player!

UNESCO Free Software Portal

http://www.unesco-ci.org/cgi-bin/portals/foss/page.cgi?d=1&g=11

PC Hardware Tutorials

http://tutorials.freeskills.com/free-hardware_support-tutorials.html

http://www.karbosguide.com/

http://www.educypedia.be/computer/pchardware.htm

http://www.google.com.au/search?hl=en&safe=active&q=PC+hardware+HelpDesk+instruction&btnG=Search&aq=f&aqi=&aql=&oq=&gs_rfai=

YouTube

http://www.youtube.com/watch?v=21xM2zXJIPI

http://www.youtube.com/watch?v=1NlEqJ2_xrg

Customer Service: http://www.youtube.com/watch?v=C_GMINarlpI&feature=PlayList&p=5E8DAD7E55B5692E&playnext_from=PL&playnext=1&index=23

http://www.youtube.com/watch?v=0ihbkmTLtg4

http://www.itil-officialsite.com/AboutITIL/WhatisITIL.asp

Podcasting

http://www.google.com.au/search?hl=en&source=hp&q=podcasting+software&btnG=Google+Search&aq=f&aqi=&aql=&oq=&gs_rfai=

http://www.bing.com/search?q=podcasting+software&form=QBRE&filt=all&qs=AS&sk=AS1&pq=podcasting&sp=2&sc=6-10

YouTube

http://www.youtube.com/watch?v=21xM2zXJIPI

http://www.youtube.com/watch?v=1NlEqJ2_xrg

Customer Service: http://www.youtube.com/watch?v=C_GMINarlpI&feature=PlayList&p=5E8DAD7E55B5692E&playnext_from=PL&playnext=1&index=23

http://www.youtube.com/watch?v=0ihbkmTLtg4

http://www.itil-officialsite.com/AboutITIL/WhatisITIL.asp

What is ITIL?

ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by thousands of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.
The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an increased requirement for high quality IT services.

ITIL: Overview and Benefits

ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

·  reduced costs

·  improved IT services through the use of proven best practice processes

·  improved customer satisfaction through a more professional approach to service delivery

·  standards and guidance

·  improved productivity

·  improved use of skills and experience

·  improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

ITIL Users

ITIL has been adopted by hundreds of organisations worldwide. For testimonials and case studies from organisations who have adopted ITIL visit OGC's Best Practice Users: Testimonials and Case Studiesin the Best Management Practice Knowledge Centre.

ITIL White Papers

Best Management Practice have also commissionedWhite Papers and studies, which may be of interest to those who are looking for additional information on ITIL and its practical application and benefits.

· 

·  Source: http://www.educause.edu/ers0708

·  http://download.cnet.com/1770-20_4-0.html?query=Help+Desk+software&tag=srch&searchtype=downloads&filterName=platform%3DWindows&filter=platform%3DWindows

Help Desk Forum: http://www.helpdesking.com/

http://blogs.techrepublic.com.com/helpdesk/?p=314

1. Communicate in the workplace: This unit defines the competency required to promote professional client support through verbal and non-verbal communication

Process information

·  Record information or messages and refer client requests to the appropriate person in accordance with organisational procedures

Costs

The cost of first contact resolution is one of the key cost drivers that can substantially affect the overall inherent value of help desk operations in the company these help desks support. For many companies, the average cost per request or service interaction is around $25 in an environment where requests are resolved at the help desk. Since those costs become substantially higher if the call must be escalated beyond first contact (up to a couple of hundred dollars or more per request), the help desk should aim to resolve at least 80 percent of all requests made. By implementing automated solutions that cut down on first call costs and providing employee training that focuses on the skills necessary to resolve complaints on a first call basis, companies can lower their costs substantially. For the best efficiency rates, a help desk must be able to quickly help customers to resolve their own issues through self-service solutions as well as deal efficiently and quickly with the calls that must be escalated beyond the self-service level.

Relate to clients on a business level: In this unit, we will discuss building and maintaining business networks and relationships and how organisational culture can be used to develop and maintain business relationships. We will also look at how to develop plans to meet the needs of internal and external clients and negotiate client support service costs. Particular emphasis will be placed on monitoring, adjusting and implementing procedures to achieve client support service targets.

Identify internal and external client requirements

·  Develop a draft service-level agreement for the client that incorporates quality, time, target performance and cost specifications

e.g. Service level agreement (SLA) with outsourcing

http://en.wikipedia.org/wiki/Service_level_agreement

1. Research answers for Task 6

Resources:

·  Class Wiki

·  http://en.wikipedia.org/wiki/Help_desk

·  http://www.helpdesk.com/

Other Resources

Software:

·  Acacia Help Desk - Features include Win32 administrator client, knowledge management, call tracking, email functionality, and system reporting.

·  Control-F1 - Provides enterprise solutions for live and automated support.

·  Double IS - Software enabling facility managers to track work orders, room booking, and building maintenance.

·  GWI Software - Describes help desk software products and services offered, and provides training course catalog.

·  HelpTrac - Complete help desk and customer support system that tracks problems and solutions, prioritizes tasks, and analyzes technician efficiency.

·  Internet Software Sciences - A turn-key, customizable help desk for both IT and customer support. A free 3 user download version is available.

·  LBE Help Desk Software - Help desk software features include Win32 application, browser-based interface, e-mail handler, and advanced system reporting.

·  The Management and Help Desk Community - A portal of news, information and interactivity for both help desk software and management issues

·  NetHelpDesk - Helpdesk software for network support staff. Functions include fault tracking, change management, SLA, network diagrams and service status monitoring.

·  NetKeeper - A leading provider of help desk, CRM, call center and network management software solutions for the LAN /WAN and Internet.

·  PRD Software - Provides HelpMaster Pro help desk software to log, track and resolve support issues for windows 9x/NT

·  ScriptLogic - The BridgeTrak Suite is versatile and scalable help desk and tracking software used to track calls, problems or software bugs/defects. Available for Windows and Web.

·  Softopia - Offers iTrack, is a support tool used to track and resolve support calls, e-mails and user inquiries. Includes a Windows client and a web interface.

·  Surado - Features Win32 administrator application, Web-accessible interface, client information management, and lead management.

·  Vertical Solutions Inc. - Develops and implements customer service, help desk and sales force automation software.

·  Wickett Software - Provides both local software and web-based helpdesk software with Microsoft Access and SQL integration.

·  World Web Dynamics - Live Demo of help desk software, including specific offerings for school districts.

Report writing

·  Report writing guidelines from the University of Canberra: http://www.canberra.edu.au/studyskills/writing/reports.html

·  Plain English guide to writing reports: http://www.plainenglish.co.uk/reportguide.html

·  Technical report writing for NASA engineers and scientists at the Glenn Research Centre. This is a guide to help make report writing easier: http://grcpublishing.grc.nasa.gov/editing/vidoli.CFM

·  The Mindtools website contains information on general career skills such as time management, practical creativity and problem solving. From information skills section, go to the page on developing skills in mind mapping. This skill can be useful when creating reports: http://www.mindtools.com/

Help desk procedures

·  A case study on help desk and prioritising calls from De Montford University, UK: http://www.cse.dmu.ac.uk/cism/Call%20Prioritisation.htm

·  An example of help desk procedures from the University of Houston, Texas: http://www.uh.edu/fast/helpdeskprocedures.htm

·  An example of help desk procedures from the York College of Pennsylvania: http://www.ycp.edu/helpproc.htm

·  This is from Information Technology Infrastructure Library (ITIL); a number of documents to assist in implementing the framework for IT Service Management (ITSM): http://www.itil-itsm-world.com/itil-4.htm

Help desk software

·  You can download a free trial of TrackIT help desk software from the Intuit Company: http://itsolutions.intuit.com/default.asp

Books:

There are many appropriate related books in the market, and you may elect to select whatever suits you, your students and the situation. It is handy to do a search on different local bookshop websites, and use keywords. A useful bookshop website is: http://www.tertiarypress.com.au/

Websites:

Go to the following websites to obtain more information. Remember, Google is a good starting point for any type of search

·  http://www.answers.com/

·  http://aolsearch.aol.com/aol/advanced

Tech Republic
This is comprehensive source of information on computer related technical issues: http://techrepublic.com

Windows IT Library
http://www.windowsitlibrary.com

The Linux Home Page at Linux Online
Comprehensive information and resources about the Linux Operating System.
www.linux.org/

PCGuide
This site has comprehensive sections: http://www.pcguide.com/

Other resources

Web search engines such as:

·  www.google.com

·  www.yahoo.com.au

·  www.lycos.com

·  www.webwombat.com.au

·  www.excite.com.au

Standards

Industry specific Standards may be searched and located on the Australian Standards website: http://www.saiglobal.com/shop/Script/search.asp

Review

The Theory and Project aim to introduce you to:

·  Provide one-to-one instruction

·  Assist with policy development for client support procedures

·  Provide first-level remote help desk support

·  Communicate in the workplace

·  Relate to clients on a business level