What is the Help and Support Desk?

 What is the Help and Support Desk?

The Help Desk of FOREMAN is a work team that results in a fulcrum to strengthen the Contactbetween the users of the system and the technology with which they interact: CAPATAZ Software. Its main objective is to provide effective responses to demands related to software and to anticipate the occurrence of incidents.

 

Some of its scopes are:  managing incidents; adjust process settings; request changes to fix bugs . For example, it responds to situations that occur with the system (such as compatibility of versions between linked software), to unexpected behaviors in the system processes, to questions about control of positions and permissions to processes, support is provided in facilities, etc. CAPATAZ

 

Help DeskSoftware is distinguished because, in addition to the above, it can provide online assistance on the use of the system according to specific inquiries, recommendations, announcements, publications and other possibilities. This is achieved thanks to the fact that it has resources located physically "on par" with the other areas: where CAPATAZ Software is designed, developed, tested and administered .

 

Incident management in Help Desk

Incidents that cannot be resolved quickly by the Help Desk team are assigned to a specialist from the technical support team or CAPATAZ Software developers . The resolution of the incident must be executed as soon as possible to restore service quickly.

 

TerminologyITIL define an incident as:

“Any event that is not part of the normal development of the service and that causes, or may cause an interruption of the same or a reduction in the quality of said service. The objective of ITILis to restart normal operation as quickly as possible with the least impact on the business and the user at the lowest possible cost ”.

Incident management processes

The typical incident management process is as follows:

Incident detection and recording

Classification and initial support

Investigation and diagnosis

Resolution and recovery

Incident closure

Monitoring, follow-up and communication of the incident

 

The Help Desk team records a number for each incident, which contains all the diagnosis about the behavior of the event reported by the user of the system. Leaving a record of what happened allows it to be compared with similar events and facilitates the solution of future incidents work from home help desk jobs.

In this instance, user participation is crucial to facilitate the survey. For example, with demonstrations through screenshots and descriptions of actions carried out until the normal operation of a process is interrupted; demonstrations with remote assistance tools or by phone. See thebest practicesby our team for a good survey.

 

This incident record is the main power source for our Product Backlog , in order to provide a fast and quality response, through agile software development .

 

Another additional value of the CAPATAZ Help Desk is the effort directed towards monitoring incidents , from the   moment it occurs until it is solved and closed; also some time after solved.

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