Help desk problem solving

Kimi Kurkinen

Introduction

What is help desk? Help desk software The process of problem solving

What is help desk?

IT support Provides help with IT related

problems Hardware Software

Fixing problems Prevent problems from occurring

Help desk software

A must-have Used for:

Ticket system Database Communicating Analyzing data

Ticket system

Ticket A file that contains information about a

single problem Tracking tickets Automated messages / notifications

Dokumentation and database

Tickets are saved into database for later use

Stored information is used for: Analyzing data and tickets Creating helpful documents Creating self service portal

Sometimes used to store other information as well

Customization

Different needs for help desks Different functions needed

Only use the parts you need Example

Solving a problem

Process is usually described in a flowchart

Four steps1. Interacting with the customer2. Prioritizing the problem3. Fixing the problem4. Finishing touch

Step 1 – Interacting with the customer

Customer contacts the help desk Creating the ticket Customers can be difficult to deal

with

Step 2 – Prioritizing the problem

Every ticket needs a priority level Depends on severity There are four priority levels

Low Medium High Critical

Step 3 – Fixing the problem

Tickets are assinged to a worker Some problems can be fixed

instantly Bigger problems require on-site

repairs It is important to keep the customers

informed

Step 4 – Finishing touch

Notify the customer Documenting

Summary

Help desks offers centralized IT support for customers

Help desks use higly customizable softwares

Tickets Problem solving process can be

devided into four steps