HELPDESK

In modern organizations (those that use a variety of software and informative equipment, phones, mobile, etc), who manages repairs installations, new projects, and maintenance, their jobs may become tedious and easily uncontrollable. We could have unsatisfied inner and outer customers because of the lack of attention of their requests. Furthermore, it will generate a loss or misused of human resources, material resources, and precious time, and all of these as a result of not having an appropriate management to control and to log faulty reports. Many man hours are lost when employees are looking for a complex problem solution that has been previously found by somebody in the company, or just simple problems are not fixed right then because there is not a solutions database. Helpdesk is a request managing system that helps to manage all users request from inside and outside the company, and/or helping them to utilize these requests effectively. Its usage could be very diverse and goes from informative aspect (fixing hardware as much as installing it, and software too) to general services in maintenance for buildings, cars, etc. With Helpdesk we can manage quick to fix problems as problems that requires time and planning for instance programming car maintenance or developing software.
The benefits for the company will be: Significantly reducing attending time to the users. Organizing and controlling better on division of labor. The assuredness of the users requests, that has been transferred to providers, are being attended in their respective time since the mail system is integrated including the people in charge. Full transparency in attending, since the user can see the progress of his/her request. Management of the users request priorities to insure quick attention to those who need it the most. The request attending in a non-centralized way from various places. A database with all the acquired knowledge from the department which uses the software, turn in a quicker solution for the request. Derived statistics from the service log could motivate to do corrective actions like training for the users, change providers or brand, etc. d. c. b. How it works: a. When a user request a service of any type, will communicate to a coordinator, a user with more experience and works in the same area of the requesting user, who will try to take care, but if he/she can not solve it he/she will log the request directly at Helpdesk or by phone. The Helpdesk operator with the coordinator will work together using the solutions database to solve the problem by phone. If solution is not achieved, the request will be transferred to a specialist in the particular case. Once the solution is achieved, the specialist will log in the Helpdesk the hour, the attending person's name, and the solution given, and will enhance the solutions database with that particular solution if he thinks is necessary. A supervisor, the boss of the specialists, has the power to reassign his/her subordinates jobs whenever he feels necessary and according to the priorities and available resources. 3. 2. 1. h. g. f. e. Specialists and the supervisor can transfer the jobs from Helpdesk documents to Maintenance documents (where the jobs that take longer time for their solutions are treated). In this status the supervisor must plan the demanding time for the solution and assign a specialists. Like in the Helpdesk documents, in Maintenance documents the following can be done to the users request: log directly, reassign, replan, solved and/or enhance the solutions database. Helpdesk has alarms and send mails to ensure the service to the user finishes well. This alarms and mails can be configured so the interested persons can receive them. The user ends up the request path by evaluating the solution he received. What DSM offers? The Helpdesk software in English with user and administrator guide. Training for two people in the usage and management. Assistance in setting up Helpdesk in the organization

Estimated time for training and roll out: 10 days

Requirements: Domino Server R6.0 or higher Notes Client R6.0 or higher

The software license covers the usage of one installation of the database. It lets you install the software in several servers only by replica and with data automatic synchronization.

DSM group SAC Revisin:01 de marzo de 2006