Help Desk Presentation 09202009

Help Desk Technical Support Your complete passport to resources . ,[object Object]

Objectives ,[object Object],[object Object],[object Object],Centralized Problem Management

Service ,[object Object],[object Object]

Contact Information Available 24 x 7 Direct phone contact

Goals . Quickly and efficiently resolve problems. . To have effective communication between employees and support groups, thus eliminating calling the help desk. . System will provide us with the ability to escalate problems automatically, if necessary .

Structure ,[object Object],[object Object],[object Object]

Severity Definitions Call back response -Will Vary- ,[object Object],[object Object],[object Object]

Escalation Process Help Desk Tech Support Application ,[object Object],[object Object],[object Object],[object Object]

Gathering Information ,[object Object],[object Object],[object Object],[object Object]

Gathering Information. ( cont’d.) ,[object Object],[object Object],[object Object],[object Object]

Help Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Support Tools ,[object Object],[object Object],[object Object]

Communication Keys ,[object Object],[object Object]

Features and Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object]

Features and Benefits (cont’d) ,[object Object],[object Object],[object Object],[object Object]

Bank Hapoalim, Accomplishment The success of the project was an accomplishment of team effort with IT Management , and development group . The help desk system was officially opened in February 2001 for the United States and Rep’s offices in April 2002 . Leon Blum. Project Manager.

Help Desk Presentation 09202009

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Help Desk Presentation 09202009

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