Help Desk Presentation
Most of the time these helpdesk service providers give presentation either at their facility or at client side about the benefits of helpdesk, and why the clients should opt for helpdesk etc. We are discussing one such presentation called SPS Help Desk Presentation, Army User’s Conference given at June 2002.
Topics included in this Help Desk Presentation, were:
- Agenda
- SPS Help Desk Mission
- Defining The SPS Help Desk
- SPS Help Desk Responsibilities
- Assistance On Issues
- Authorized Caller Processes
- Authorized Caller Course Requirements
- Determining Severity
- Service Request Flow
- Help Desk Team Support Tasks
- Metrics
- Questions
Defining the SPS Help Desk during Help Desk Presentation: The responsibilities and tasks of the SPS Help Desk are defined by the Help Desk Agreement. This is a yearly contract between the PMO and AMS. Input for the contract is solicited from all component Desk Officers.
Responsibilities defined in the Help Desk Presentation:
- Provide 24×7 functional and technical support for active DoD sites
- Provide client with interim resolutions for software defects & data related errors
- Provide support for PD2, SPS-I, Metrics Tool and Cognos
- Provide a Knowledge Base of FAQs, Technical and Functional White Papers, & Work Solutions
- Provide forums for communication of client needs with SPS organization (SPS web sites, monthly chats, info-mail)
- Provide site with assistance for some Database maintenance related tasks
Determining Severity during the Help Desk Presentation: Each Help Desk Service Request is assigned a severity based on the criticality of the issue. Severity definitions are:
Severity 1: Site system down. No alternative available, customers can’t proceed. No work can happen.
Severity 2: The system and User operations are severely impacted. Parts still function. No alternative available. Also includes support for urgent Service Requests that must be fixed prior to the end of the day to support EOFY.
Severity 3: Alternative available, operations function, minimal disruption or no alternative available, but minimal to moderate disruption.
Severity 4: Minor problem, as it does not affect a User’s ability to operate the software. Also includes out-of-scope issues and issues from licensed, non-operational sites.
