A Help Desk tool for sporadically occurring inquiries. Based on Microsoft Outlook 2000 and Computas GTA.
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A help desk is intended to support inquiries from users of one or several systems. The help desk could act as an external service point to customers, just as well as an employee-based service. Because of the movement towards more complex computer environments, support departments need to be more flexible and more proactive in handling service requests. The primary goals of a support department are to increase the quality of service and to lower the cost needed to provide it. The combination of more complex systems to support and the continual demand of lowering the Total Cost of Ownership (TCO), support the fact that help desk departments need to increase their efficiency. Today a wide range of help desk software exits. They support help desk functions such as customer tracking, product problem tracking and statistical reporting. Common for these systems is that they are intended to support inquiries with relatively equal character. Small and medium-sized enterprises (SME) often find these systems too complex and tend to use ad-hoc solutions in conjunction with telephone and e-mail. New help desk solutions have lately been introduced based on web-technology and GroupWare. Even though developers relatively easily can implement such systems, they do not tend to work effectively within the organization. This arises from a combination of how the help desk is managed and application design limitations that affect how work processes are performed. To actually improve how the help desk personnel are working, knowledge based work process support can be used. A work process support system guides the user through execution of a task and records all actions. Thus, helping the user to perform tasks in an effective and correct manner by reflecting existing rules and procedures incorporated in the system. This postgraduate thesis focuses on a help desk tool that provides knowledge based work process support for Small to Medium-sized Enterprises (SME) with non-dedicated support personnel. The main issue is that in SME, help desk personnel do not have the quantity and the repetitiveness of large enterprises with an established help desk/call center function. For SME work process support enables non-dedicated support personnel to perform Help Desk related tasks. The help desk function then becomes a more integral part of the organization, and improves efficiency because of a more structured way of handling end-users by focusing on and standardizing the workflow through the organization.
Masteroppgave i informasjons- og kommunikasjonsteknologi 1999 - Høgskolen i Agder, Grimstad
UtgiverHøgskolen i Agder
Agder University College