Chapter 2 Study Outline

I.     Help Desk Location
A.   The first consideration when planning a help desk is whether there should be one central support location or several locations throughout the organization. Consider the following.
1.    Centralized: one location.
a)    Supports all users - one place to go for answers.
b)    No confusion about where to get assistance when a problem occurs.
c)    Most are located within the information technology (IT) department.
d)    Advantages
(1)   Efficiency. For example, for a software problem, an analyst can ask for advice from a program development staff member or an IT staff member trained in the program.
(2)   To give another example, for a network error, the analyst can ask for advice from a network specialist.
(3)   Knowledge building
(4)   Information sharing. Help desk specialists are exposed to a broad range of problems that come into a centralized help desk.
(5)   A more knowledgeable help desk handles problems more efficiently. It’s circular!
(6)   A centralized help desk has a “finger on the pulse” of the organization’s technology. When the frequency of questions increases, support specialists know right away that a problem is affecting a large number of users and can alert appropriate IT personnel.
(7)   Requests are tracked and resolutions are recorded in one location and, therefore.
(8)   Information is accessible to all support personnel.
(9)   Responses can be standardized so that the same problem receives the same resolution.
e)    Disadvantages
(1)   Cannot provide on-site support for other divisions.
(2)   Time zone differences may leave other locations without support during certain working hours.
(3)   Centralized support personnel may not understand the unique needs of each business unit.
2.    Decentralized: many locations.
a)    Reasons for multiple sites.
(1)   Provide support for field offices.
(2)   Provide support in different time zones.
b)    Advantages
(1)   Provides opportunity for specialization.
(2)   Support specialists understand business as well as the special use of technology.
c)    Disadvantages
(1)   Difficult to provide standardization throughout organization.
(2)   Employees in various locations may not be using technology as the organization desires.
(3)   Difficult to have a standard mission and goals.
(4)   Difficult to measure performance of various help desk sites if there is no common method for tracking and recording data)
II.   Help Desk Structure - 5 Types of Help Desk Structures may be Combined
A.   Pool
1.    All support staff support the same technology, serve the same customers, and perform the same job duties.
2.    Staff members are generalists, having broad knowledge of products and services.
3.    Advantage: A person taking call will usually be familiar with the user’s problem or a similar problem.
4.    Disadvantage: Staff may lack in-depth knowledge to solve more complex problems.
B.    Dispatch
1.    First-line personnel obtain information and refer requests to the appropriate group.
2.    First-line personnel do not try to solve problems themselves.
3.    Advantages
a)    Short or no phone queue.
b)    Many problems solved at the second level, because they have been screened and assigned to the appropriate person.
c)    Very little training required for first-level personnel.
4.    Disadvantages
a)    Does not eliminate waiting, which may occur at the second level.
b)    Turnover may be high because first-level personnel have little opportunity to learn, limiting career advancement opportunities.
c)    Caller may have to repeat same information to several people, annoying the caller and resulting in lost productivity.
d)    Users may by-pass the first level support and directly contact a specialist who helped them before. This may result in some specialists receiving the bulk of the calls while others sit idle.
C.    Tiered
1.    Help desk divided into groups, called levels.
2.    Each group provides a different degree of support (See Figure 2.1).
a)    First-level support
(1)   First point of contact.
(2)   Incoming requests span a wide range of products and services.
(3)   Must have broad knowledge, not in-depth.
(4)   In some organizations, first-level specialists are trained to handle only the most basic problems.
(5)   In other organizations, first-level specialists are trained to handle more complex problems.
(6)   Usually takes ownership of a problem maintaining regular contact with the user from problem inception until problem resolution and beyond.
b)    Second-level support
(1)   Specialists with in-depth knowledge in a limited number of areas.
(2)   Usually do not take incoming requests directly from users.
(3)   Not expected to answer questions outside their area of expertise.
(4)   Expected to solve complex problems in their area of expertise.
3     Advantages
a)    Over 80 percent of calls may be resolved at the first level.
b)    Help desks that promote first-level ownership report high customer satisfaction.
c)    Employee satisfaction
4.    Disadvantages
a)    Some first-level staff members may refer calls to the second level without making an effort to solve them first. This may happen when an organization bases its performance rewards on the number of calls answered, not the number of problems resolved.
b)    Successful Tier Structure can be expensive (see next item).
5.    A successful tier structure requires investment in personnel.
a)    Must hire highly skilled analysts or
b)    Must train less-skilled personnel.
6.    Potential problem: Help desk staff from a higher level may look down on staff from a lower level.
a)    Wrong perception/attitude, because the first level requires excellent interpersonal skills and this first contact influences the caller’s satisfaction with the help desk.
7.    Response time versus time to resolutions.
a)    Response time is the length of time that passes before a call is answered.
b)    Time to resolution is the length of time that passes until a problem is resolved.
c)    Response time may be longer in tiered than in dispatch.
d)    Time to resolution may be longer in a dispatch help desk because all calls have to go through dispatch before problem resolution begins.
D.   Specialized
a)    A Specialized Product Model help desk is divided into a number of groups. Incoming requests are routed to a support group based on the product involved in the problem (See Figure 2.2).
(1)   Basic example - One support group for hardware and another for software.
(2)   Slightly more complex example - Further broken down into types of hardware and types of software.
(3)   Within each product group, the staff may be organized into levels as in a tiered structure (first level, second level, third level, and so on).
(4)   Advantages - Specialists with extensive knowledge more likely to solve even complex problems quickly.
(5)   Disadvantages - Too many product groups may make it difficult to determine which group can solve a problem. Too few product groups may result in staff having broad, but not deep knowledge, resulting in longer time to resolution.
(6)   Challenge - Not always, clear at the onset what is causing a problem, so it may at first be referred to the wrong product area. Staff must be flexible so that when this occurs they are willing to pass it on to the appropriate group.
b)    A Specialized Business Model help desk is divided into a number of groups. Incoming requests are routed to a support group based on the business unit that the group supports (See Figure 2-3).
(1)   One group supports sales staff, another supports product development group, while another human resources, and so on.
(2)   Advantage - Help desk staff understands what users are trying to accomplish from a business standpoint.
E.    Method
1.    Organized by the manner in which support is provided (telephone, e-mail, or Web site).
a)    Staff assigned by skills required for the method.
(1)   Good interpersonal skills required for telephone or desk side support.
(2)   Good writing skills required for e-mail and Web site support.
(3)   Technically, support personnel must be generalists, because they provide support for all type of software and hardware.
(4)   Works best when requests are evenly distributed across several inquiry methods.
(5)   Not a good choice for an organization that receives the bulk of inquiries via one method, because the groups supporting the other methods would be idle.
III.  Outsourcing
A.   Outsourcing is the process of using an external company to provide support services for internal employees.
B.    Outsourcing is on the rise due to a number of factors, which include the following.
1.    Increased use of technology in business.
2.    Increased workload for existing support centers.
3.    Increased need for round-the-clock support.
4.    Increased cost of hiring and training an internal staff.
5.    Increased number of products to support
C.    The scope of outsourcing varies from organization to organization.
1.    Some companies outsource the entire support function.
2.    Others choose to keep some areas of support in-house.
a)    For example, some businesses use an outside firm for hardware support. If a printer or monitor ceases to function, the outside firm is notified and is responsible for repairing or replacing the equipment within a predetermined time frame.
3.    Other organizations outsource support for popular off-the-shelf software programs such as Microsoft Office and Lotus Notes. Since these programs are used by thousands of companies, support services are widely available.
D.   Reasons for outsourcing.
1.    Lack of resources - Some companies outsource because they lack the resources, such as knowledge, personnel, and space to develop an internal support structure.
2.    Global business - Supporting offices around the world requires a help desk to expand its hours of service to coincide with office hours at other locations.
a)    Time zone differences - Outsourcing can be used to fill time gaps when internal staff not available.
(1)   For example: A company with staffing hours between 9 A.M. and 6 P.M. EST may hire an outsourcing firm to provide support from 6 P.M. to 12 midnight to meet the support needs of west coast offices.
b)    Language differences - Large outsourcing firms can provide language support in several languages.
3.    The desire to concentrate internal resources on core competences.
a)    For example, a pharmaceutical company may prefer to focus its efforts on researching new products rather than on developing an internal support structure.
E.    Advantages of outsourcing.
1.    Reduced support costs.
2.    Access to latest tools and technologies.
3.    Flexible staff size.
4.    Highly qualified support staff.
F.    Disadvantages of outsourcing.
1.    Lack of familiarity with how the business operates.
2.    Lack of organizational control over the quality of technical support and customer service.
G.   Outsourcing and job opportunities.
1.    The growth of outsourcing has resulted in an increase in the number and types of jobs available to support specialists.
2.    An outsourcing firm can provide analysts with the opportunity to work for a variety of clients in different industries.
3.    Some individuals prefer working with a variety of businesses.
a)    For example, an analyst in a support firm that specializes in support for wireless modems may, in one day, assist a traveling executive, real estate people, and hospital emergency personnel.
4.    Some people choose to work for outsourcing firms because of the flexibility offered by contract work.
a)    A contract worker is not an employee, but has a contract with the firm to perform a specific job for a certain amount of time.
(1)   For example, a contractor might provide additional support during the implementation of a merger.
b)    A contract assignment might be from a few days to many months or even years.
H.   Help desk careers - A staff job versus a contract (scenario and discussion).
IV.  Help Desk Careers
A.   Intro - A help desk job is a great way to begin a career in information technology.
1.    The growth of the support field offers opportunities at all skill levels.
2.    New hires can use their existing technical knowledge while rapidly developing new competencies.
3.    A benefit of a help desk job is the exposure to a wide range of technical products and services.
4.    Help desk employees quickly learn the company’s hardware, software, and network configuration.
B.    Career stages.
1.    Stage one - Accelerated learning.
a)    A new help desk employee learns at an accelerated pace.
b)    Even a new employee with experience has a lot to learn.
c)    Companies use many different types of hardware and software.
d)    Industries require different technologies.
(1)   For example, computers and software used in a bank are not the same as those used in a manufacturing plant.
e)    Help desk challenges vary as well.
f)     A common technology is usually used in different ways from industry to industry and from company to company.
2.    Stage two - Competence.
a)    After completing the initial learning period, a help desk analyst is able to solve most day-to-day problems and requests.
b)    Occasionally, a problem will need to be referred to a higher level.
c)    During the competence stage, an analyst continues to learn about the technology, including new technology, upgrades to existing products, and the different areas of the business.
3.    Stage three - Reevaluation.
a)    After working at the stage-two level for a period of time, an analyst considers if the job is still satisfying and whether to pursue another job.
b)    If the job is still satisfying, an upper level job may be appropriate.
c)    If the job is not still satisfying, the analyst must decide whether to look for another position within or outside the IT area.
C.    Position requirements.
1.    Positions available and their requirements vary. Figures 2.4, 2.5, and 2.6 show examples of actual advertisements for help desk positions.
a)    Figure 2.4 - Entry-level help desk analyst—Position description.
(1)   100 percent phone support.
(2)   Provide technical support as the first point of contact for end-users.
(3)   Support 50,000 end-users.
(4)   Responsible for entering detailed information into the tracking system.
(5)   Responsible for routing the ticket if resolution cannot be reached.
(6)   Types of calls - password resets, printer resets, Internet defaults, etc.
b)    Figure 2.4 (continued) - Entry-level help desk analyst—Requirements.
(1)   Solid PC Skills, A+ and MOUS certifications desired.
(2)   Work experience in Windows environment.
(3)   Must be flexible with the work schedule and able to work overtime.
(4)   Must be able to work holidays if needed.
(5)   Must have excellent verbal and written communications skills.
(6)   Must have proven customer service skills.
c)    Figure 2.5 - Help desk support analyst—Job responsibilities.
(1)   Support technical staff that is currently at 80 and growing rapidly.
(2)   Support users in two remote offices and traveling users.
(3)   Troubleshoot software and hardware issues.
(4)   Configure and set up new computers.
(5)   Daily maintenance on servers (check backup, investigate event errors, etc.).
(6)   Help with various other IT projects.
(7)   Customer service knowledge, skills, and abilities include trustworthiness and honesty.
(8)   Problem-solving and analytical skills.
(9)   Posses a positive team attitude.
(10) Excellent communications skills.
(11) Ability to multi-task in a fast-paced environment.
d)    Figure 2.5 (continued) - Help desk support analyst—required skills.
(1)   Perform PC hardware and software installations and configurations.
(2)   Understanding of Microsoft Windows 98, 2000, and NT operating systems.
(3).  Understanding of Microsoft Office Suites.
(4)   Familiarity with TCP/IP network.
(5)   Microsoft Access programming is a plus.
(6)   MCSE certification is a plus.
e)    Figure 2.6 - Computer services support specialist level I—Characteristics of the ideal candidate and JOB responsibilities.
(1)   Good working knowledge of different workstation hardware, peripheral devices, networks, and system software.
(2)   Responsible for support of Windows Desktop configurations, Windows 2000/98, Office 2000, General network connectivity issues, and Outlook 2000.
(3)   Advanced knowledge of PC troubleshooting.
(4)   Assist other IT employees as needed.
(5)   Some evening shift work may be required.
(6)   Ability to diagnose and resolve various computing problems quickly and under stressful conditions.
(7)   Provide in-depth technical PC support and analysis for multiple products or one or more complex products/services.
(8).  Necessary, but not high-priority - Identifying and implementing process improvements and providing project assistance.
f)     Figure 2.6 (continued) - Computer services support specialist level I—Technical skills.
(1)   Working knowledge of Novell NetWare, Windows 2000, MS Office, GroupWise, and general understanding of LAN/WAN networking, virus protection products and communication protocols.
(2)   Novell CAN/CNE or A+ certification preferred.
g)    Figure 2.6 (continued) - Computer services support specialist level I - Other skills.
(1)   Exceptional customer service and communication and other skills.
(2)   Strong written and verbal skills.
(3)   Successful team player in a multi-vendor working environment.
(4)   Assertive in a tactful manner and maintain service levels to the highest standards.
V.   Certification
A.   The process of measuring and evaluating an individual’s knowledge and skills in a particular area.
1.    Benefits
a)    Aids corporations in identifying and hiring qualified support personnel because it indicates a level of competence.
b)    Certified individuals are differentiated from competition when job hunting.
c)    Positions for certified personnel often have higher starting salaries.
B.    Certification before or after hire.
1.    Before hire—higher starting salary.
2.    After hire—company pays and individual may have to sign contract stating that they will not leave company for a specified period of time; otherwise, they pay back a portion of cost.
C.    Position Certification—skills and abilities associated with a certain position.
1.    Certified Help Desk Analyst (CHDA)—Help Desk Institute. This certification recognizes knowledge of terminology, concepts, processes, and technology needed to perform the duties of a help desk.
2.    Certified Help Desk Professional—STI Knowledge. This certification is for front desk support staff. It recognizes customer service, problem solving, and fundamentals of help desk structure and procedures.
D.   Product Certification - Skills and abilities associated with a certain product area.
1.    Internet and Computer Core Certification IC3—Developed by Certiport, this Certification consists of three tests that measure competencies in computing fundamentals, Key applications (Word and Excel), and living online (Internet information). Intended to certify that individuals have sufficient Internet and computer literacy skills to enter the job market or begin higher education programs.
2.    A+—Developed by the Computer Technology Industry Association (CompTIA), it consists of two exams, the Hardware Service Technician exam and the Operating System Technologies exam. Together, they measure an individual’s ability to assess and diagnose PC hardware and operating system problems. It covers a broad range of technologies from several vendors.
3.    Network+—Developed by the Computer Technology Industry Association (CompTIA), it consists of one exam that measures an individual’s ability to install, configure, and troubleshoot basic network hardware and protocols implemented by several vendors.
4.    Microsoft Certified Systems Administrator (MCSA)—A vendor-specific certification consisting of several exams that measure technical and administrative expertise in several areas relating to Microsoft software, including designing, installing, supporting, and troubleshooting information systems that run on Windows 2000, Windows XP, and other Microsoft software.
5.    Microsoft Certified Systems Engineer (MCSE)—A vendor-specific certification that builds on the MCSA certification, requiring more exams that measure the required greater depth of knowledge and technical detail focused on designing, installing, supporting, and troubleshooting network servers running the Microsoft operating systems and the services they provide.
6.    Microsoft Office User Specialist (MOUS)—A vendor-specific certification that measures expertise in one or more applications in the Microsoft Office suite. Someone who passes exams in Word, Excel, PowerPoint, Access, and Outlook is awarded the status of Master MOUS.
7.    Certified Novell Engineer (CNE)—A vendor-specific certification that measures the ability to plan, install, configure, troubleshoot, and upgrade Novell’s network products and to solve complex network problems.
8.    Certified Novell Administrator—A vendor-specific certification that measures the ability to perform day-to-day administration of a Novell networking system.
VI.  Information Technology Career Paths (See Figure 2.7)
A.   A help desk is a career path to more skilled IT jobs.
1.    Help desk management.
a)    Project management and leadership.
b)    Monitor service levels, plan staff schedules, measure help desk performance and customer satisfaction, and determine the appropriate use of technology.
2.    Network engineering and systems administration.
a)    Build and maintain the network technology that supports user applications.
b)    Implement LANS and WANS.
c)    Maintain optimum network functionality.
d)    Install and upgrade computers, back up data, set up e-mail accounts, reset passwords, etc.
e)    Respond to emergencies (computer viruses or breaches of security).
f)     Certifications: MCSA, MCSE, Network+.
g)    Other expertise: UNIX and/or Linux.
3.    Quality Assurance (QA)
a)    Responsible for ensuring that a company’s technology products are free of errors before they are released and marketed.
b)    QA technicians locate the sources of problems so developers can remedy them.
4.    Software engineering
a)    Design, develop, and revise software for internal or external customers.
b)    In a small company, each software engineer may work on one or more programs.
c)    In a large company, each software engineer might work on only one aspect of a program.
d)    Expertise in one or more of these: Visual Basic, C++, Java, SQL Server, and others.
5.    Database administration
a)    Develop, implement, update, test, and repair server-based database.
b)    Problem-solving skills required.
c)    Work most closely with applications development rather than directly with end-users.
d)    An organization’s database typically holds huge amounts of valuable data maintained by database administrators.
e)    Monitor performance, back up data, and ensure security of data.
d)    Expertise required in SQL, Oracle, and/or others.
6.    Project management
a)    Special projects may include updating the help desk knowledge base and gathering feedback from users.
b)    Experience in such projects, especially in a leadership role, valuable for a project management position.
7.    Web production and development.
a)    Create, develop, and maintain a company Web site.
b)    Transfer the company’s Web site needs and requirements into a Web site design.
c)    Finished project includes coding and graphics.
B.    Guidelines for career advancement.
1.    Seize opportunities for learning - master different applications and environments.
2.    Obtain a certification.
a)    Professional or product.
b)    Easier to obtain a help desk position when you are certified.
c)    Easier to move up the career ladder with certification.
3.    Network
a)    Use the constant contact with people to create a network of career contacts.
b)    These relationships may aid in a move within the company.