Effective Helpdesk Operations

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Making ICT effective
Executive Summary
ICT help desk is a major role player in the operations of IRCS. Though it is not a part of the mainstream operations, it provides technical help to departments which are a part of the main stream operations. ICT faces a number of issues, mostly capacity related, which require immediate attention. Since capacity is the main concern, cost, speed and quality are the 3 main performance parameters. It is interesting to note that as capacity decreases, there is a decrease in cost and increase in speed and quality. Call measuring and performance index are to be used to ensure effective staff utilization in ICT help desk. Purpose

This report aims to provide possible solutions for problems faced by ICT help desk and also provides a recommended course of action to be carried out within the next 6 months. Issues with ICT Help-Desk

1.CRM and MIS: ICT help desk finds it very difficult to resolve problems related to CRM. The marketing department cannot discontinue using CRM because it can do much more than MIS. ICT is in the process of improving their MIS software but are unable to do so because the time is devoted to solving queries related to CRM. 2.Underutilization: ICT help desk staffs 3 people and faces an underutilization of almost 50%. The help desk faces problems of resolving issues related to unusual software. Reduction of staff results in lengthy queuing times. 3.Delays by Technicians: The marketing department is part of the mainstream operations of IRCS. It is possible that delay in its operations can cause delay in the company’s operations. For example there can be delay in delivering demand forecast reports causing a lag in the capacity or inventory. A quicker response over the phone from the ICT help desk will reduce down time. 4.Information Systems: Some problems faced by the help desk are straight forward and simple so they can be solved by the users themselves. Unavailability of sufficient information systems is likely to cause more delays for the marketing department. 5.High overall times: The time dedicated, by the help desk, to different issues is unacceptably high. These high time figures only add burden to the ICT help desk. A representation of issues affecting the operations of departments is shown in figure 1.

Figure 1: Two different departments affected by different issues.

Possible Solutions
The ICT help desk is to deliver solutions speedily ,without compromise in quality, at low costs. From the issues mentioned above, the current operations of the ICT help desk can be put into a polar diagram in figure 2.The 3 areas where IRCS should Figure 2: Polar Diagram for ICT help desk concentrate are cost, quality and speed. Cost, Speed & Quality:

ICT help desk is mostly faced by capacity problems so it is possible to increase quality and speed together with costs down. Figure 3 shows the improved performance of the ICT help desk.

Figure 3: Improved performance.
1.Suppressing Call times and frequencies:
It is obvious that ICT help desk can achieve efficiency if it makes some dramatic changes in its calls. Lowering call times and frequencies will lessen the pressure on the help desk. This can further be translated to lower work force i.e. lower calls/staff or calls attended/wages of staff. 2.Lower work force:

Staff underutilization takes up costs related not only to the wages but also costs related to secure the staff. As per the study of the help desk, staff utilization for 2 no. of staff is 78% which is fair. The workforce should be lowered to 2 staff. In order to do so, each staff should be assigned a performance rating. This performance rating can be assigned by using a performance index which uses weighted factor for avg. times for different categories of call. Performance Index = ∑ (Wa x Avg. T) + ∑ (Wb x Avg. T) + ∑ (Wc x Avg. T) Wa, b&c are the weights assigned to different call times where a is below 199 seconds, b is between 200 and 249 seconds...
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