A Successful Help Desk
Process for all IT Support
Vicky Gerik, Director of
Distributive Systems and Services
Melinda Sanson, Training and Support
Specialist
Copyright Vicky Gerik, ITS Director of Baylor University and
Melinda Sanson, Training and Support Specialist, Baylor University.
This work is the intellectual property of the authors. Permission is
granted for this material to be shared for non-commercial,
educational purposes, provided that this copyright statement
appears on the reproduced materials and notice is given that the
copying is by permission of the author. To disseminate otherwise
or to republish requires written permission from the author.
Successful first tier elements
Skilled and sufficiently staffed
Help Desk
Help Desk services available
when needed
Feature-rich phone system
Central source for call ticket
information HEAT System
Must-Have Features
Client
Self-service with accurate solutions
Fast and reliable
Status tracking
Customer Feedback
Must-Have Features
Service provider
Identify task by service group
Customized workflow
Automated notification
Quick access to all pertinent client
information
Secure remote access
Easy to reassign, track and escalate
Must-Have Features
Supervisor, Manager and CIO
Automated escalation and alert
notification
Easy access to status information and
reports
Efficient and enhanced communication
Organization to the service delivery
Increase in service delivery without
additional staff
ECS
Building Blocks
Project
Manager
WebCenter
LanDesk
Interface
Call Flow
Policy
iHeat Web
Access
BPAM
Human
Resources
Interface
Call Flow
Procedure
Groups Using HEAT
Hardware Technicians
Networking Systems
Distributed Systems & Services
Applications Support Staff
Information Systems & Services
Internet Services
21st Century Library
Hankamer School of Business
After hours support staff
Call Log Screen
Client contact
information.
Client configuration
information.
Call description
Call classification
area.
Knowledge base
search.
Email Confirmations
BPAM module create business rules for
escalations of tickets
Notify customer that ticket has been received
Notify customer when ticket is resolved
Have customer fill out Customer Satisfaction
Survey
Notify supervisor if ticket hasnt been closed
in X amount of time
Email Confirmations
Email Confirmations
Email Confirmations
Detail Screens - Other
Alert Monitor
Webcenter
Heat Supports
17,000 faculty, staff and students
170 technicians (including
student workers)
22 different call types
Costs
Consulting: $36,500
Additional funding needed for:
Webcenter
Heat Plus Knowledge Module
Additional Licenses
Hardware Requirements
Dell 6450 Primary Software
Application and WebCenter
Dell 1650 BPAM
Dell 1650 iHeat server and Heat
Plus Knowledge and Heat Self
Service Applications
Data resides on a separate
shared SQL database server
