Helpdesk User TrainingHelpdesk User Training

Mike PruettMike Pruett

AgendaAgenda

New Helpdesk Service Level AgreementNew Helpdesk Service Level Agreement

Do’s and Don'tsDo’s and Don'ts

DemoDemo

Q & A / Practice LabQ & A / Practice Lab

Why?Why?

Why Not?Why Not?

Old way doesn't work.Old way doesn't work.

Change is Good!Change is Good!

I for one, Welcome our new Overlords.I for one, Welcome our new Overlords.

Naive Spot-On Past its Prime

Embracement of Change

New Helpdesk SLANew Helpdesk SLA

Service Level Agreement or SLA includes the Service Level Agreement or SLA includes the appropriate procedures to follow when appropriate procedures to follow when requesting assistance from the helpdesk.requesting assistance from the helpdesk.

All incidents must be tracked thru the Helpdesk All incidents must be tracked thru the Helpdesk system. (Including the Easy stuff!)system. (Including the Easy stuff!)

All new incidents start with a priority of Medium.All new incidents start with a priority of Medium.

If an incident requires a higher priority, you can If an incident requires a higher priority, you can request for an incident escalation.request for an incident escalation.

Helpdesk Do’s and Don'tsHelpdesk Do’s and Don'ts

DO feel free to use the “My Helpdesk” webpage DO feel free to use the “My Helpdesk” webpage for all requests.for all requests.In the even that you are unable to access the In the even that you are unable to access the webpage, DO feel free to call (877) 484-8727.webpage, DO feel free to call (877) 484-8727.DON’T grab a IT Analyst without having DON’T grab a IT Analyst without having previously opened an incident on the “My previously opened an incident on the “My Helpdesk” webpage.Helpdesk” webpage.DON’T call an IT Analyst directly, without having DON’T call an IT Analyst directly, without having previously opened an incident on the “My previously opened an incident on the “My Helpdesk” webpage.Helpdesk” webpage.

- DEMO -- DEMO -

Questions?Questions?

Practice LabPractice Lab