IT Support Systems Phase 1 Individual Project

May 25th, 2015
Price: $40 USD

Question description

Task Name:Phase 1 Individual Project
Deliverable Length:1–2 pages of material in the section titled "Roles and Responsibilities," and the report template

Your company wishes to ensure that the new help desk will be able to handle requests and problems from users at any time of the day; this will play an important part in the structure of the help desk. You also have the understanding that the executive management is keen to be able to support users who are not located at the central office, and as they grow the company, the help desk should be able to support users in remote locations.

Take this opportunity to describe to management a couple of important help desk organizational structures. Describe the advantages and disadvantages of a centralized versus decentralized environment. In addition, describe these various staffing structures:

  • Pool
  • Dispatch
  • Tiered
  • Specialized
  • Method

Finally, make and offer supporting material for your recommendation about how the help desk you plan to establish will be structured. Be sure to include a recommendation about being centralized or decentralized, and then explain how the staffing structure would be setup.

This first assignment will allow you to establish the Key Assignment Template that will be used throughout the class for all Individual Project submissions and to explore the framework securing an organization’s data.

  • Create the template to be used for the submission of all Individual Project assignments.

The template document should follow this format:

  • IT Support Systems Project Document Shell
  • Use Microsoft Word
  • Title Page
    • Course number and name
    • Project name
    • Student name
    • Date
  • Table of Contents
    • Auto-generated TOC
    • Separate page
    • Maximum of 3 levels deep
    • Be sure to update the fields of the TOC so that it is up-to-date before submitting your project.
  • Section headings (create each heading on a new page with TBD as content, except for sections listed under "New Content" below).
    • Roles and Responsibilities
    • Tools and Technologies
    • IT Systems Support
    • Processes and Problem Resolution
    • Performance Management

Each week, you will add to this document and submit for grading as a preview. Each section will contain the following:

  • Roles and Responsibilities (Week 1 IP)
    • Centralized versus decentralized
    • Staffing structures
    • Your recommendation about the structure
  • Tools and Technologies (Week 2 IP)
    • The steps in solving issues
    • The deliverables generated at each step in problem solving
    • A discussion about what technology is needed for each step of problem solving
  • IT Systems Support (Week 3 IP)
    • Self-service applications
    • Tools available in Web-based solutions
    • Real-time and delayed assistance
    • Knowledge base in the help desk environment
  • Processes and Problem Resolution (Week 4 IP)
    • Service level agreements
    • Metrics
    • Customer satisfaction
  • Performance Management (Week 5 IP)
    • Help desk application security
    • Help desk business continuity

Add the discussion about the help desk structure and recommendations to the section titled Roles and Responsibilities. Name the document IT225__IP1.doc.

The Help Desk I created is as follows below and the project should be based on the cell phone company I made up so use the information below to assist in creating the project.

A new division of Global Communications has just opened up and will focus on cell phone service and provide our customers with a new option in cell phone products and the services that come with them. Our new company’s IT director will need to build from scratch a help desk in order to act as a medium between the company and the customer. This IT help desk will need to be able to help customers in the following ways.

  Help desk will take calls for all sorts of issues.  One of those issues will likely be billing. Bills will go out to customers each billing cycle and once received customers may want to call in to ask for corrections to possible mistakes made by our automated system. Help desk will need to be able to work through a prompt that will be provided. If a mistake was made then a credit can be issued by the help desk employee. The help desk can also explain the bill in more detail if the customer has questions about fees or charges. The help desk can also take payments over the phone and help the customer set up automated payments by saving there payment information in our system. The customer will be assigned a service number by the help desk agent that will allow for tracking. By doing this we can build a file on the customer that will allow us to help them every time they call.

  Billing issues will most likely be the largest percentage of callers needing help but other issues will arise such as questions about new products. Customers will need help in purchasing new phones and the products associated with them as well as establishing a new line. These callers will be directed to our sales department. These specially trained help desk professionals will assist customers in finding the right cell phone products and service agreements that fit their needs. They can also answer questions regarding how these products work and offer warranties as well.

  Another function of our help desk will require our supervisors to be trained in customer retention and conflict resolution. If a customer calls in and does not receive the care they wanted from our help desk staff they will be transferred to a supervisor. The supervisor will make note of their complaints and try to fix the problem if able. They will also keep detailed notes that can later be used to complete follow up training with staff in necessary or forward to upper management if policy changes are needed. By having these three departments in place every question or issue should be able to be resolved successfully and efficiently.

Tutor Answer

(Top Tutor) JohntheProfessor
School: Duke University

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