Tips for running the Tips for running the HELP DESKHELP DESK

Linda Zaleski – CCSLinda Zaleski – CCS

Terry Jarnagin - SirsiDynixTerry Jarnagin - SirsiDynixUnicorn Consortia SIG – September 28, 2006Unicorn Consortia SIG – September 28, 2006

CCSCCS

23 libraries23 libraries 9 FT staff9 FT staff 4 FT IT staff, 4 other FT professionals4 FT IT staff, 4 other FT professionals 4 night operators4 night operators Help Desk staffed Help Desk staffed

– 8-9 Mon-Fri8-9 Mon-Fri– 8-6 Sat, 11:30-6 Sunday8-6 Sat, 11:30-6 Sunday– Full time staff during the day – weekends tooFull time staff during the day – weekends too

Help Desk EvolutionHelp Desk Evolution

You are somewhere on this continuumYou are somewhere on this continuum

Phone FaxIn person

email

Incident management software

Pager/Cell/ Blackberry

Automated attendant

paper beeper

Help desk softwareHelp desk software

Benefits to Computer Room and librariesBenefits to Computer Room and libraries Requests are not lostRequests are not lost Progress is tracked Progress is tracked Time management toolTime management tool Communication toolCommunication tool ReferenceReference

We use WonderDeskWe use WonderDesk

Tips for implementing incident Tips for implementing incident tracking at your sitetracking at your site

Incidents pop up in all staff emailIncidents pop up in all staff email Kicking the “direct email” habitKicking the “direct email” habit Training libraries to make reports in Training libraries to make reports in

WonderdeskWonderdesk Maintaining the dialogue in email (like the Maintaining the dialogue in email (like the

SD system) would be nice for usSD system) would be nice for us Regular review of open incidents is a mustRegular review of open incidents is a must

StaffingStaffing

Assigned times for phone callsAssigned times for phone calls Ring system (we use this)Ring system (we use this) Special help desk number that rings Special help desk number that rings

everywhere we areeverywhere we are Deciding who should work on callsDeciding who should work on calls

– Informal or assignedInformal or assigned Find balance with other tasksFind balance with other tasks

– Help desk work slows down project workHelp desk work slows down project work

Tips for StaffingTips for Staffing

CCS staff quoteCCS staff quote– ““we love Webley”we love Webley”

Non-intrusiveNon-intrusive Call blastsCall blasts Used for staff emergenciesUsed for staff emergencies Number is on our standard messageNumber is on our standard message

Tips for the librariesTips for the libraries

Retraining the libraries to use the incident Retraining the libraries to use the incident trackertracker

Decide who should make the reports Decide who should make the reports (individuals or one signon per library)(individuals or one signon per library)

Who opened this callWho opened this call Forgot the passwordForgot the password Training libraries to include complete Training libraries to include complete

informationinformation

Tips for When the System goes Tips for When the System goes DownDown

PLEASE call PLEASE call When NOT to use the incident trackerWhen NOT to use the incident tracker S-helpS-help and and System_statusSystem_status listservs listservs

– Fast way to communicate status to all librariesFast way to communicate status to all libraries– Fast way to take the temperature at all librariesFast way to take the temperature at all libraries

Monitoring the listserveMonitoring the listserve

Typical listserv dialogueTypical listserv dialogue

ChallengesChallenges

Calls are worked on – but never closedCalls are worked on – but never closed Training staff to reach closureTraining staff to reach closure Reviewing and closing callsReviewing and closing calls Calls that are on holdCalls that are on hold Multiple questions in the incidentMultiple questions in the incident Question vs. actionable requestQuestion vs. actionable request When to pick up the phoneWhen to pick up the phone Escalating to next level Escalating to next level Tracking our incident number and the Sirsi Tracking our incident number and the Sirsi

incident numberincident number

ExamplesExamples

Need to review regularlyNeed to review regularly

Library ready to closeLibrary ready to close

Question or action?Question or action?

Task tracking !Task tracking !

Packages we evaluatedPackages we evaluated

WonderdeskWonderdesk– www.wonderdesk.comwww.wonderdesk.com– $250 or $2500 purchase$250 or $2500 purchase

EZ supportEZ support– www.hostedsupport.comwww.hostedsupport.com– HostedHosted– $50/mo/seat or $80/mo/seat $50/mo/seat or $80/mo/seat

Changes Along the Way…Changes Along the Way…

A Look in the Rearview…A Look in the Rearview…

Small support group servicing a small Small support group servicing a small customer basecustomer base– Support staff all generalistsSupport staff all generalists– Customer’s support needs similarCustomer’s support needs similar

Growing support group servicing a growing Growing support group servicing a growing customer basecustomer base– Support staff generalists, but specialists in Support staff generalists, but specialists in

some areassome areas– Customer’s support needs changingCustomer’s support needs changing

A Look in the Rearview…(con’t)A Look in the Rearview…(con’t)

Large support group supporting larger Large support group supporting larger customer basecustomer base– Support staff faced with servicing large number Support staff faced with servicing large number

and variety of sites; now are beginning to and variety of sites; now are beginning to specialize in certain areas of softwarespecialize in certain areas of software

– Customer’s support needs vastly different, very Customer’s support needs vastly different, very experienced users, high expectationsexperienced users, high expectations

Changes…Changes…

Dividing into teams Dividing into teams – Support for newer client care representativesSupport for newer client care representatives– Shorten the learning curveShorten the learning curve

Moving into tiered supportMoving into tiered support– Call center attendants Call center attendants – First tier supportFirst tier support– Second tier supportSecond tier support

Changes…Changes…

Moving into customer focused teamsMoving into customer focused teams– Mix of experience on each customer teamMix of experience on each customer team– Variety of different customers assigned to Variety of different customers assigned to

teamsteams

Refining the customer focused teamsRefining the customer focused teams– ““Like” customers assigned to same teamLike” customers assigned to same team– Allows support staff to become more familiar Allows support staff to become more familiar

with customer’s needswith customer’s needs

Other changes…Other changes…

Introductory calls with handoff from Introductory calls with handoff from implementation team to client careimplementation team to client care– Team members introducedTeam members introduced– More information about site is shared with client More information about site is shared with client

care teamcare team– Details about special situations sharedDetails about special situations shared

Changes for ConsortiaChanges for Consortia

Most consortia assigned to one team Most consortia assigned to one team Support staff more attuned to consortia Support staff more attuned to consortia

structure structure Supporting the consortia helpdeskSupporting the consortia helpdesk Proactive communication with like sitesProactive communication with like sites Creation of diagnostic tools for consortiaCreation of diagnostic tools for consortia Patch delivery service conceived for Patch delivery service conceived for

consortiaconsortia

Considering Changes…Considering Changes…

Call tracking system – do you have yours?Call tracking system – do you have yours? Do you have the appropriate technologies to Do you have the appropriate technologies to

provide needed support?provide needed support? Do you implement and offer some type of Do you implement and offer some type of

tiered or customer focused support?tiered or customer focused support? What type of formal feedback do you offer What type of formal feedback do you offer

your customers?your customers?

Questions?Questions?