Process calls from help desk

Help desk procedures 2

Help desk basics 2
Identifying clients and recording problems 2
Prioritising problems 3
Following-up and finalising problems 3
Examples of help desk calls 3
Closing the call 5

Types of maintenance 7
Hardware maintenance 7
Software maintenance 7

Warranty and maintenance agreements 9

Determining maintenance procedures 10

Response time standards 10
Solving the problem 10

Preparing and presenting reports 12

The purpose and audience 12
Preparing to write your report 12
A quick guide to report structures 13
Specialised report writing 13
Report pro forma example 14

Summary 17
Check your progress 17

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Help desk procedures

Help desk basics

The help desk is a department within a company or organisation that
responds to users technical questions. Most large software companies also
have help desks to answer user questions. Questions and answers can be
delivered by telephone or email. There is even help desk software that
makes it easier for the people running the help desk to quickly find answers
to common questions.
In a large organisation, the help desk itself may be an organisation that
supports external clients; with up to twenty people staffing it every hour of
the day, while in a small place, the help desk may be staffed by one person.
Help desk staff read and collect relevant information about the problem or
questions clients have. Problems are registered on a database, analysed and
eventually solved. Resolving the problem is done either by the help desk
person, or by a person they have escalated it to, usually an expert, or
someone who needs to check the problem on-site.

Identifying clients and recording

problems
All problems handled by the help desk must be recorded. Records are
essential for following up problems and in determining causes and suitable
solutions.
Reports derived from records can reveal the causes of repeated problems, be
they due to faulty equipment, network configurations, software bugs or the
need for more user training. This information can then be used to improve
computer systems by documenting configuration changes, budgeting for
upgraded equipment, or updating software programs.
After the help desk staff identify themselves in answering calls, they follow
pre-determined procedures to identify the client, usually by a series of
questions.

Equipment details and warranty status

Each workstation should have its equipment and software registered on the
help desk software system, or an inventory control system. Depending on
the size of the company and the number of computers, there may be a
number of items to be registered.

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 Equipment registration details include the warranty status of equipment or
software programs, or if they are covered by maintenance agreements or
service level agreements. In such cases when agreements exist, if equipment
is tampered with or software programs altered, the warranty or agreement
becomes invalid.

Prioritising problems
Some problems can be solved immediately, while others need to be passed
on and reviewed by those with more experience. This is known as escalating
the problem.
When there are a number of problems to be solved, they need to be
prioritised according to how critical they are.
Point-of-sale systems such as cash registers and airline reservation systems
are critical for a company to function. Any problems such as those critical to
the business and affect multiple users, are given the highest priority. A
failed network printer affecting 20 users that prints accounting business
material may be classified as a medium-level problem. A problem such as a
screen-saver failing, that only affects one users machine and has not affect
on their work, would be set to a low priority.
The help desk staff need to question clients to find out the specific problem
and cause, so the then assign it a priority level.

Following-up and finalising problems

As the problem moves towards being solved, the client needs to be notified
regularly of progress. Usually the support personnel working on the problem
will notify the client or the help desk staff who originally took the call. How
exactly this is done will depend on organisational procedures.
All information about problems must be logged and tracked from when a
help desk person receives the call or email, to work by support personnel
and the close of the call. This helps build a complete picture of the computer
environment and provides a knowledge base for future reference.
When the problem is solved, the client should be contacted for the last time
to check that they are satisfied with the result.

Examples of help desk calls

Each of the examples below is handled in a different way.

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 Scenario
Jo is the help desk operator at Computers are You Pty Ltd. She makes
decisions on how to handle each of the calls and what priority levels they
get. The priority levels in Jos company are as follows.

Computers are Your PLTY Ltd Help desk priorities

Priority Criticality Description

1 Urgent Business is unable to operate
2 Major problem Part of the business unable to operate
3 Minor problem Business can continue but minor application or
a computer is inoperable.
4 Answered These calls may range from urgent to minor, but
immediately can be answered within three minutes.
5 Pending Awaiting further instructions from client.

Example 1
Jo receives a call from John in Accounts:
How do I add email addresses to my Outlook Address Book?
Jo can answer this call straight away and she talks John through the options
in Outlook that he needs to choose in order to add the email addresses:
Open Outlook, choose contacts, and double click on the persons
name. Enter the email address in the Email dialogue box found on
the right side of the screen.
Jo logs this call into the help desk database and assigns it a priority level 4.

Example 2
Jo receives a call from Pinko in the Marketing Department:
The floppy disk is jammed and I cant remove it from the floppy
disk drive.
Jo cant attend to this problem from her desk. She assigns it a priority level
3 and passes it onto Maria, the local support officer. Maria goes to Pinkos
computer and is able to remove the floppy disk by using a paddle pop stick
to manoeuvre the disk out. The metal on the top of the disk had bent, and by
using the paddle pop stick she was able to level out the metal, and pull out
the floppy disk.
Maria logs onto the help desk database and completes the information
required to close the call.

Example 3
Jo receives an email from James in Marketing:

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 My version of MYOB is older than the version used in the Finance
Department. I need my version updated to ensure that our reports are
compatible.
The installation will take an hour or so to update and configure. But first it
must be escalated it to a higher authority for approval. The Software
Manager will need to approve the upgrade and register the upgrade. Then, a
level 2 help desk support person will perform the upgrade.
Jo enters the information into the help desk database, assigning a priority of
4. She also attaches an alert to the problem to the Software Manager, Silvio.
The Software Manager will receive an email and link to the problem. He can
approve it immediately if he has all the information at hand. Then the next
step will automatically move the problem to the level 2 help desk support
staff. They will arrange a suitable time with James to install the upgrade.

Closing the call

When a problem has been solved, it is called closing the call. The client
needs to be advised that the problem has been solved. They may be required
to carry out actions again as when the problem occurred to confirm that the
system functions properly.
It is then necessary to report the solution back to the help desk. This is done
by contacting either the help desk staff, or by the support personnel
recording the close of the problem in the help desk software themselves.
In larger companies or for complex problems, reports are required to be
written for each problem, and how they were solved. This information is
useful in analysing any current trends in faults of computer equipment or
software. Failing equipment may require hardware purchases, and software
may require updates in programming or patches for operating systems.
Report writing and preparation are discussed in the final two sections of this
unit.

Reflection activity
Look around a workplace or IT environment to which you have access.
Take note of at least three help desk calls. Write down the life cycle of the
help desk call, from the initial call to the final closing of the problem.
Note how long it took to gather all the initial information to know what the
problem was. For the main part of solving the problem, this will depend on
the problems severity and its implications on the rest of the system.
Consider the following questions to help you follow the life cycle of the
problem.
Did the problem need to be escalated to another level?
Were expert staff required?

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 Was it necessary to purchase any hardware parts? Was it necessary
to update any software programs?
Was it necessary to update configuration or network settings?
How many users were inconvenienced while the problem was being
solved?

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Types of maintenance

Maintenance refers to actions taken to:

preserve the optimal condition of IT infrastructure
ensure that agreements with external suppliers are in place to support
the IT infrastructure, should problems occur
upgrade the existing IT infrastructure to minimise future risks to
business continuity
fix problems as they occur.
Maintenance concentrates on the critical hardware and software of the
organisation. However, it must also be considered in relation to non-critical
hardware and software.

Hardware maintenance
Preventative and reactive maintenance
Preventative maintenance refers to actions taken to maintain hardware on a
periodic basis, to prevent problems occurring in the future that may interrupt
business continuity. An example of preventative maintenance is cleaning a
workstation hard drive. We will look at preventative maintenance in more
detail later in this topic. Upgrading elements of infrastructure is also a part
of preventative maintenance.
Reactive maintenance refers to actions taken to fix hardware problems after
the problems have occurred. An example of reactive maintenance is
replacing a cable after it has proved to be defective.

Software maintenance
There are different types of software maintenance. For example, an
organisation may have custom-built software, which needs to be maintained
by its programmers. Software provided by external suppliers may require
such things as patches, version updates and driver updates to be provided
and installed. Some examples of different types of software maintenance
follow.
Preventative maintenance may involve modifications to detect and correct
code that may cause errors in the future. These types of changes do not

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 affect normal software functions, but they do affect the way that the code
works behind the scenes. An example of this type of maintenance is adding
new code to further validate input data.
Reactive maintenance refers to fixing software bugs after they have
produced inaccurate results, or have caused processing to stop.

Adaptive and perfective maintenance (or refinement)

Adaptive maintenance refers to upgrades to the software in response to
changes in business requirements. An example of this is altering software to
make it run on an Intranet.
Perfective maintenance or software refinement refers to changes to software
that result in better performance or easier maintainability. An example of
this is a change in software to provide better usability.

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Warranty and maintenance
agreements

All critical hardware and software should be covered by a warranty or

maintenance agreement (which can also be called a service agreement).
All hardware components and software are sold under warranty for a set
period in which time their repair or replacement is the responsibility of the
supplier, so long as faults are due to normal use. You usually have the
option of extending the warranty when you buy a product, especially with
larger hardware items. Or you can enter into a maintenance agreement when
the initial warranty expires.
A maintenance agreement is an agreement between the organisation and the
supplier for ongoing maintenance of the hardware or software. Maintenance
agreements can be on a fixed service basis at 24 hours a day, 7 days per
week (24/7); 8 hours a day, 5 days a week (8/5); 12 hours a day, 5 days a
week (12/5) or on a per-call basis.
The benefit of the fixed service type of maintenance agreement is that you
are more likely to get a dedicated and faster response. Depending on the
terms of the agreement, your maintenance costs are also likely to be
covered, although such ongoing contracts can be expensive.
A per-call basis means you receive the services of the supplier as required.
Although cheaper than an ongoing maintenance contract in the long-term,
you usually must wait until a technician is available (which may cost you in
downtime), and you are charged for labour and parts.
Software should also be covered by a warranty or maintenance agreement.
Warranties and purchase agreements usually include free upgrades of
packaged software. Software warranty only lasts for a short time, so an
ongoing maintenance agreement for critical software should be in place. If
customised software has been developed in-house, a maintenance agreement
will not be necessary because it will also be maintained internally.

Reflection activity
Locate a maintenance agreement for an item of hardware or software
product that has recently been purchased. Find out what is covered by the
maintenance agreement. Is there any extended warranty?

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Determining maintenance procedures

When determining maintenance procedures, an organisation needs to take

into account risks to the business continuity and how critical the IT
components and/or software are to this.
The sources of this information are:
internal service level requirements and agreements
warranty and maintenance agreements
supplier procedures.

Response time standards

Response times are outlined in service level agreements. Standard response
times need to be established, based on a service request priority rating.
Standard response times can be determined by:
Determining the criteria for rating the priority of a service request.
For example, critical priority occurs when the network goes down.
Aligning those ratings with standard response times in the clients
service level agreements.
The response time standards should have been negotiated at the time of
purchase of the IT component or software. Under warranty agreements,
response times may be set, but under maintenance agreements they are
negotiated. Sometimes, suppliers have set options from which you select the
one that best suits your needs. Response times will depend on how critical
the product is that requires maintenance, the level of risk to business
continuity, and how much the organisation is paying for the maintenance
agreement.

Solving the problem

As outlined above, during the initial stages of solving the problem, it needs
to be determined whether the problems can be:
solved immediately
need the assistance of those who are more experience
need to be resolved by outside resources.
For equipment under warranty, the supplier needs to be notified to solve the
problem. As mentioned under Help desk procedures, if local support
personnel do this instead, the warranty usually becomes invalid.

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 In most cases with calls from the help desk, the operator taking the call
solves the simpler problems. More complex calls, or those where a technical
person is required on-site, are recorded in the help desk system, allocated a
priority and assigned to system or network support personnel.
The support personnel will review the problem and take into account the
sources of information listed above, such as service level agreements and
risks to business continuity.
The problem may be solved at this point, in which case the solution will be
logged and the client notified and assured that all is working well before the
problem is closed. If the problem is not solved, more contact with the user
may be necessary to obtain further information on how the problem arose.
Running various diagnostics may prove useful here to pinpoint how problem
has originated.
Where service requests are automatically escalated to a more senior IT staff
member, the level of risk to the business continuity needs to be assessed, so
that the more critical service requests are addressed first.
Calls are then closed as outlined under Help desk procedures above.

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Preparing and presenting reports

Throughout your career in IT, you will need to prepare reports. These may
be maintenance reports to managers, or maintenance schedules for everyone
to follow, or your recommendations for improvements.
Writing reports is the most common way of presenting information in a
business or organisational environment. The presentation of the report is
also important. It needs to be set out in a clear, and clearly structured way,
in a readable style. Technical staff are not usually required to write lengthy
reports, but are expected to complete maintenance forms and provide
analytical advice.

The purpose and audience

Report writing requires a style that is different from other forms of writing.
Its purpose is usually more technical, as it aims to present information that
people can make use of in some way. The purpose will influence both the
content and the recommendations of your report.
You need to understand who you readers are so that you can direct the
report towards them. The outcome for reports is to have the reader treat the
information as reliable, and in some cases, to accept recommendations
made.
For many daily technical reports, lengthy research and analysis is not
required, but a pro forma document is used. This ensures that the data can be
easily used for any analysis or cross checking performed at a later date.

Reflection activity
Read through some technical reports. Work out what sort of reader each one
was aimed at. How can you tell? What evidence did you look for? Did the
writer complete all the information? How can it be used for analysis later?

Preparing to write your report

You need to gather information that is reliable. A reader needs to be able to
see where your information came from so that if necessary they can check
its credibility or verify facts. A bibliography is one method of providing
references for the information supplied.
In preparing, you will need to organise all your research material as
effectively as you can, as well as evaluating the material for its relevance.

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 A quick guide to report structures
The structure of a report moves the reader along a logical path towards the
recommendations, findings or conclusions made. Different types of reports
require different structures. The following table outlines the possible
headings for different types of reports.

Table 1: Outline of report structures and order of text or pages

Short report Long report Technical report

Purpose Preliminary material: cover page, table of Table of contents,

contents and lists of tables, graphs and lists of tables,
figures. illustrations and
statistical data.
Definitions of terminology
Purpose
Scope
Introduction Introduction Introduction
Discussion Discussion Background and
research method.
Method and technique used
Statement of the issue Analysis
Findings Findings
Conclusion Conclusion Summary of results
Recommendations Recommendations Recommendations
End matter such as bibliography, appendices
and index.

Specialised report writing

There are some specialised writing styles for some reports, such as technical
writing and maintenance reports. The preparation and style are generally the
same, but technical information and section headings will be presented
slightly differently.
Technical report writing will usually include tables, illustrations and
statistical data. Statistics are often easier to interpret in a graph or table.
Some technical reports will be very short, and will follow an organisational
pro forma document. Data put into the pro forma document will be entered
automatically into a database and will be used for analysis for future
projections. Some help desk software systems may provide a module for
reporting once a problem has been solved, or for maintenance reports.

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 Report pro forma example
The following example of an annual technical report pro forma document
was written by each of the Department Managers in a large company. Much
of the statistical information comes from their help desk system and from
the financial records on training costs. Other information comes from the
Manager who will analyse their situation in working with the computer
systems, and how problems are handled.

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 Annual Technical Report This Co Pty Ltd
Technical reports are required for monitoring the computer systems in this
company, and to provide information for future improvements in computer
systems.
Technical reports should be written in a user-friendly manner, minimising the use
of computer jargon and acronyms.
The purpose of reports is to analyse computer system problems that occur in the
company, and how they are solved.
Each department provides a report that covers the last 12-month period of each
financial year.
Technical report number:

Period covered by this report: ____/____/____ to ____/____/____

Person responsible for signing off the report and their contact details:

Name:

Phone:

Fax:

Email:

Statistical details (this information is available from your help desk system):

Total number of help desk calls this year:

Number of PC hardware related calls

Number of printer hardware calls.

Number of network hardware calls.

Number of other hardware calls.

Number of PC application software related calls

Number of This Co database software related calls

Number of communications software related calls

Number of other software related calls

Number of PC configuration calls

Number of network configuration calls.

Number of other configuration calls.

Computer systems
List the computer systems that are currently used by your Department.

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 Workflow progress summary
Please advise how the computer systems have helped improve your Departments
workflow. If you undertake a number of projects, separate each project and advise what
computer systems were used heavily for the different types of projects. This should
consist of no more than 500 words.

Computer systems problems

Please advise the general type of computer problems your Department experienced this
year. This should consist of no more than 500 words.

Computer systems improvements

What do you believe could alleviate the computer system problems you encountered this
year? This should consist of no more than 500 words.

Training activities
List any computer training activities that staff received during the reporting period. Include
name, institution, dates, topic and source of funding.

Future training activities

List any computer training activities that staff may be required to attend in the future.
Include the possible name, institution, dates, topics and estimates of cost.

Staff Resources
List the computer systems resources available to staff in your Department, including
manuals and online assistance. State if these are being used, and whether they are
adequate.

Budget Requirements
Provide a summary of expenditure on computer systems. Outline any significant
variations from approved budget during the reporting period.

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 Summary

The maintenance of IT infrastructure is a crucial role of an organisations IT

department. Many problems are raised with the help desk, and all
information needs to be recorded, from the initial call to the resolution of the
problem or query. Reports derived from records can reveal trends that may
indicate the need for a change in hardware, software or user training.
When determining maintenance requirements, both critical and non-critical
software and hardware systems need to be considered. Likewise, it is
important to consider whether the client is an internal customer or external
supplier, and whether there is a maintenance agreement in place.
Response time standards, escalation procedures and reporting procedures
will vary according to the conditions laid down in maintenance agreements,
and according to the procedures set by the parties involved.
After each help desk call has been resolved, the user needs to be contacted.
The user must be satisfied with the end result before the call is closed. The
help desk software system must be updated to reflect the closure of call. In
some organisations, a technical report is required for each problem. These
are usually completed on a standard pro forma document that is used later
for analysis.

Check your progress

Now you should try and perform the Practice activities in this topic. If
youve already tried them, have another go and see if you can improve your
responses.
When you feel ready, try the Check your understanding activity in the
Preview section of this topic. This will help you decide if youre ready for
assessment.

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