Help Desk 101

Help Desk 101:Being a GREAT HelpDesk PerformerWho Am I? Maritta Terrell Trainer, Help Desk Specialist andApplication Support at Lloyd Gosselink inAustin, Texas ILTA’s Volunteer City Representative forAustin, Texas On the User Support Committee Was South Central’s RVP for 4 years Over past 29 years have been held thesepositions in law firms: receptionist, wordprocessor, secretary, paralegal, officemanager, IT ManagerToday: Discussion on Guidelines for: Responding to users effectively andefficiently Techniques for handling some of yourmost challenging users Insights on providing top-tier service Ideas on importance of having INhouse help desk personnel versusoutsourcing.1

Help DeskSome questions for you! How many trainers here? How manyy helpp desk personnel?p How many managers ?More Questions –can you answer these? What do your attorneys expect whenthey call the Help Desk? What do your secretaries andparalegals expect?Is it the same?More Questions If you are JUST (!!) the Help Deskspecialist, do you work with theTrainer? In new hire introductions? In developing classes from the HelpDesk list?2

More Questions Do you get praised for the quickresponse of and by your help deskpersonnel?l?More Questions Does your help desk personnel knowthe users by name, and know them aspeople?l ?More Questions Does your help desk personnel knowhow speak and appear professional,yett ffriendlyi dl andd nott superior?i ?3

Help Desk PersonnelPositive Skills to have Great Listener (patient) Strong softwareknowledge Excellent communicationskills Calm, confident, positivedemeanor Law Firm experienceNegatives Job-hoppingresume Lacklusterenergy Bad reference(helpful, but not necessary)Help Desk MissionThe mission of the Firm’s helpdesk is toprovide users with assistance andanswers pertaining to the most commonsoftware packages, as wellas other technology andhardware at the firm.Help Desk GoalsThe Goals of the Firm’s Help Desk will beto provide timely and efficient answers tousers concerning software programs, andprovide assistance with hardwarepproblems, ina positive andhelpful manner.4

Help Desk Specialist is a Chef Cookbook (living!) Cook Culinary Expert Meal Planner Food Preparation Maitre’ de / waiterextraordinaireCookbookA Living one! Shares recipes of the value of Help Desk Shares recipes that help explain (fromsimple instructions,to complex Shares successesand accomplishments Encourages effectiveuse of technologyCook Has to LISTEN and LOOK for problems Cook keeps the eyes on the pot, to makesure all cooks well, without burning, andwith the rightg spicesp Receive reaction(s) from users Link between users, other IT sections, andmanagement – cultivate good-will5

Cook Communicate with groups toprovide user input and collect information Constantlycommunicatewith fellow teammembersCulinary Expert Remain up-to-date onsupported technology Get right training at the right time AttendAtt d seminars;ijoinj i user groups;read trade magazines; visit websites tostay current; read . Go to ILTA conference annuallyMeal Planner Plan ahead with answers Plan to react positively to all grumbling,any problems, frustration, any negativeand emotional behavior Each and every user is an opportunity– never consider them andisruption!! Without users asking for help,no job!6

Food Preparation Find the reason for the call Provide the least interruption for thecook and person “eating”, while FiguringFi i outt theth problembland providing the answer;thus removing the wrong spice, andadding the right one! (or getting ateacher to teach how to cook andeat properly!)Food Preparation Explore reason for the bad taste Prioritize when necessary Work to eradicate badrecipes and spice use Watch for trends(thus, have torecord all problemrecipes)Maitre d’***** Gather and track informationon recipes, foods and spicesLeads eaters to proper table and foodCommunicate results to other Chefs andManagementDiscuss information with otherChefs and waiters and figure outapproaches to improve whole experienceCollect and share PRAISE! Good will!!!!7

CHEF Team player and member Lives the mission statement and thegoals of the Help Desk Understands what comes first IsI proactiveti iin fulfillingf lfilliduties in a positive mannerGuidelines The users will contactthe Help desk by callingext. xxxx or emailingH l D k@l fiHelpDesk@lawfirm.comAnswering Calls Answer before the third ringGive your total attention to the callSmileListen for the main ideaListen around the frustrationControl your own emotionsRespond to problem, notto the mood Listen8

Answering Calls Listen ListenLi t ListenAnswering CallsCome to their Rescue! Answer Provide plan of resolution Inform them of the plan Provide time frame Make sure theyunderstand what youare doing to helpAnswering CallsConclude the call so you can take action. Smile, with positive attitude Review the plan of action (if furtheraction required) Offer more help if required(if action complete) Be sure they believe theyare finished with you. Say, “thank you” !!9

Responses Communicate with customerby phone or by email—a) that you got the message,b) what will be done,c) and in what time frame. Resolve issue. Mark issue “complete” in databaseAlways Follow Up When User was frustrated It was a high priority request There was a specific deadline A high number ofusers are affected When the request wasgiven to a team-memberHelp Desk Guide to Troubleshooting10

Help Desk Guide to Troubleshooting Listen Listen LISTEN!!!Help Desk Guide to TroubleshootingAngry Customers Handle with– Responding immediately (best in person)– Keep voice calm– Patience– Active Listening– If necessary,involve Manager– Other ideas?Help Desk Guide to TroubleshootingUnrealistic Expectations In order to help them, YOU needclear idea as to what they REALLY need have them showyou what theyare trying toaccomplish11

Help Desk Guide to TroubleshootingMagic Phrases I hear you saying .Can I help you?The part that is not clear to meSo you are trying to ?Can you expandon that? I understand youare trying to Help Desk Guide to TroubleshootingMotivating Help DeskStaff (for Managers) Listen to their concerns Meet regularlygy with each individual HelppDesk person (i.e., weekly, bi-weekly) Ensure they go totraining classeson the programsthey help on!12

Help DeskHelp Desk is aservice to theusers – they areour CustomersIn-house Help – or –Out -Outsourcing?Whatt RisksWhRi k are therethhaving the Help Deskoutsourced?When a company contracts out theirhelp desk support, some of these thingshappen: the first-line first-time fix becomes athing of the past. Help desks are often reduced to thelevel of call takers; The people work from scripts andseldom if ever resolve an issue on thefirst call.13

Other Cons to Out-sourcing Language differences Cultural differences (just from one stateto another!) No loyalty from the out-sourced tech toyour firmfirm, and your users to keep themsatisfied and happy. No incentive to dotheir best. PR for IT not controllable Service level drops Is it worth the cost? IN-house first call resolution rate isproven to be much higher (up to95% compared to 55%).g such OUT source technical things,as server providers, back-up, andleave in-house for the componentsthat are presented to the end users– such as computers, phones, etc. IN-house Help Desks Are a filter - they keep the smalland easy-to-answer questions awaypfrom the other departments. IN-house relationships help buildtrust in not only the Help deskteam, but the whole IT group.14

Help DeskHelp Desk Q & A?Email:mterrell@lglawfirm.comThank You for YourP ti i ti andParticipationd Help!H l !ILTAInternational Legal Technology AssociationTell a friend about ILTA!15

Help Desk Mission The mission of the Firm’s helpdesk is to provide users with assistance and answers pertaining to the most common software packages, as well as other technology and hardware at the firm. Help Desk Goals The Goals of the Firm’s Help Desk will be to provide timely and eff