Customer service: help for the help desk

ABSTRACT

The Information Technology structure and offerings at the University of Rochester are broad and complex, especially to our customers who only see bits and pieces of the whole. The ITS Center was formed as part of an effort to provide a more focused "face" to our customers. While the Center was successful in reducing the confusion about access to IT services for our customers, our help desk staff, especially brand new ones, were overwhelmed by the scope of the services we offered.To address that problem, we created Systems Reference - a web-based all-inclusive tool providing an easy to use front end to information about a complex environment that help desk staff need to understand. It includes quick links, a variety of search tools/wizards, frequently asked questions, trouble ticket creation, physical inventory, email and text messaging, and more.

INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.3 Group and Organization Interfaces
          Subjects: Asynchronous interaction

Additional Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.3 Group and Organization Interfaces
          Subjects: Synchronous interaction; Collaborative computing; Web-based interaction

General Terms:
Design, Documentation, Economics, Human Factors, Management, Performance, Standardization

Keywords:
customer support, help desk, support