Technical Support Helpdesk

Technical Support Helpdesk

• 1.
  Priyank Shah Gagandeep Singh SanjeevkumarKanojiya Manish Kotian Suchit Shah Shashank Salian Jayesh Nandola
• 2.
   Highlights ofthe Project.  Introduction of our company.  Functions of Service desk.  What Technical Support Officer does?  Process Flow.  Key Performance indicator.(KPI)  MIS REPORT.
• 3.
   What isTECHNOLOGY ONE?  Technology one is a Business Process Outsourcing services in the outsourcing industry in India, catering mainly to Indian operations. For smooth functioning of the business Technology One has its own Service Desk Department known as Help Desk. The service desk of Technology One primarily associated with the Service desk Operation. Tasks include handling incidents and requests, and providing an interface for other processes.  Features include:  Single point of contact (SPOC) in case of any IT issue.  single point of entry  single point of exit  streamlined communication channel  Primary purposes of a service desk include:  Incident control: life-cycle management of all service requests  communication: keeping a customer informed of progress and advising on workarounds  The service desk function can have various names, such as Helpdesk, Call Centre.  In Service desk we not only handle incidents, problems and questions but also provide an interface for other activities such as change requests, maintenance contracts, software licenses, Configuration management.
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   A TechnologyOne handles incidents and service requests, as well as provides an interface to users for other activities such as:  Problem Management.   Configuration Management.   Change Management   Incident Management   1: Problem management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.
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   2: Configurationmanagement is one integrated database that contains all the details about employees, workstations, devices, incidents, problems, changes, and complete details of all Components in business. It provides a public knowledge base of known errors and solutions  That can help employees search and resolve minor incidents themselves without contacting the helpdesk  Configuration management is the management and traceability of every aspect of a configuration from beginning to end and it includes the following key process areas under its umbrella:  Identification  Planning  Change control  Change management  Release management  Maintenance  3: Change management with workstation and printer problem history from the CMDB shows that the printer has been failing repeatedly. To eliminate the problem, the printer needs to be changed and replaced with a new printer to restore normal services. A change is initiated to resolve a problem and a proposal is raised to replace the old faulty printer with a new printer.  A proposal to change printer is submitted for approval, the approver can be IT manager or  COO based on the cost of purchase. A detailed plan is prepared to implement change with a  Roll-back plan acting as a safety net. After implementing the change, the requestor needs to  Verify that change was successful.
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  4: Incident management: aims to restore normal service operation as quickly as possible and minimise the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within service-level agreement.
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   Some ofthe common terms that are used include technicians, help desk operators, application support specialist and maintenance engineers.  Common work activities  Configuring and installing computer applications and hardware operating systems  Maintaining and monitoring networks and computer systems  Talking clients and staff through a number of actions, either over phone or face to face for helping them resolve issues and set up systems  Troubleshooting network problems and systems as well as diagnosing and figuring out software/hardware faults  Replacing parts if required  Setting up profiles and user’s accounts, and dealing with issues related to password  Evaluating and testing new technologies and systems  They might also be working on a helpdesk, answering phone calls and assessing any technical queries that arise.  They are also required to test & run regular maintenance checks and keep up-to-date with information security issues.
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   1: Sendingan email to ‘’helpdesk’’  2: Giving a call to helpdesk at 4357  3: Raising a service ticket manually on the system by logging in the system  Key Performance Indicator of Technology One  KPIs for service desk:  1: Number of repeated Incidents: Number of repeated Incidents, with known resolution methods  2: Incidents resolved Remotely : Number of Incidents resolved remotely by the Service Desk (i.e. without carrying out work at user's location)  3: Number of Escalations: Number of escalations for Incidents not resolved in the agreed resolution time  4: Number of Incidents: Number of incidents registered by the Service Desk grouped into categories  5: Incident Resolution Time: Average time for resolving an incident  6: First Time Resolution Rate: Percentage of Incidents resolved at the Service Desk during the first call  7: Resolution within SLA: Rate of incidents resolved during solution times agreed in SLA  8: Number of unresolved Problem: Number of Problems where the underlying root cause is not known at a particular time