Session 5 - Basic Helpdesk Communication

What is a Helpdesk or Servicedesk?

Helpdesk Defined

In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem. In many companies, a help desk is simply one person with a phone number and a more or less organized idea of how to handle the problems that come in.

http://searchcrm.techtarget.com/definition/help-desk

Servicedesk Defined

A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

http://searchwindowsserver.techtarget.com/definition/service-desk

Is there a Difference?

Read the following article

http://www.bmc.com/blogs/help-desk-vs-service-desk-whats-difference/

http://www.joetheitguy.com/2014/04/10/are-you-an-it-help-desk-or-an-it-service-desk/

Discuss

Personal Experience - Help Desk Operator

Has anyone worked on a Servicedesk or Helpdesk (doesn't have to be IT)? What things did you learn about communication?

Is it different communicating with people over the phone?

Personal Experience - Help Desk Client

Have you had to call a help desk at any time?

How was the experience? What were the good points (if any)? What were the bad points?

Helpdesk Communication Basics

Watch the following video on Help Desk communication.

What do you think about his techniques?

Read the following articles:

http://www.techrepublic.com/article/five-easy-steps-to-boost-help-desk-communication/

http://www.techrepublic.com/article/use-effective-questioning-to-deal-with-confused-chatty-users/

http://www.buchanan.com/2015/12/09/5-tips-to-improve-your-help-desk-communication/

Discuss:
What were some of the main points from these articles?
Are the points valid?
Is there anything that you read that you disagreed on? Why?

Clients and the Helpdesk

You work for the Helpdesk at a large TAFE operating in the South eastern suburbs of Melbourne. South East TAFE has a number of campuses, but all IT problems are dealt with centrally at the Cranbourne Campus.

Who are the clients that the Helpdesk could be assisting?

Are they internal or external clients?

Class Activity

You may do this in small groups of 2 or 3 people.

TIP: Keep a copy of what you have done today as it may help you down the track with an assessment.

Write a basic script for SE Tafe’s Helpdesk to:

1. Get their name, location, department
2. Find out what equipment they are using and get Barcode ID
3. Get the details of the problem/issue that they are having
4. Inform them of the next step

Test out your script with students from another group.

Some lighter videos to finish off

https://www.youtube.com/watch?v=hAjzvy94JsM









AND FINALLY - An Oldie but a Goldie




There are English versions of this, but I prefer the original