United State Air Force Space Command--increasing productivity with enhanced help desk capabilities

How many times has a seemingly minor computer problem put a sudden stop to your work in the middle of a critical project -- simply because you weren't the one with the answer? Didn't you wish for an easy way to find the answer quickly to get you back on track?

That's the goal behind a help desk implementation at the United States Air Force Space Command (AFSPC). The Space Command has several locations and more than 5,000 users and 800 remote mail-only users on its "21Net" network. To keep those users as productive as possible, AFSPC wanted to implement a help desk supported by technicians who could talk users through daily problems to decrease the amount of work time lost while waiting for answers.

As a first attempt, a small help desk began answering trouble calls from the headquarters building. Soon, the lack of knowledgeable staff, unsophisticated help desk software and a rapidly growing user population overwhelmed the help desk, creating a backlog of more than 400 unanswered trouble calls.

Redefining Capabilities

The Space Command decided to start over and create a more robust and effective means of serving its internal customers. The new design called for a help desk that could not only troubleshoot for end users, but that could also keep track of call volume, frequency, resolution rate and user histories.

Selecting And Customizing Products

The project began with a requirements analysis. After completing an inventory of the existing products and systems that needed support, the team evaluated different troubleshooting support tools available and chose a robust, out-of-thebox help desk solution that can be tailored to an organization's specific goals. The help desk system also offers an ongoing ability to make changes and upgrades, enabling 21 Net to adapt and expand the product to suit their needs over time.

The team integrated the system with an internal work order system to tie network jobs with technical solutions and, finally, work completion. The AFSPC customer now has full, real-time access to this data on 21Net.

The team also built several custom measurement tools into the system allowing AFSPC to track productive time versus downtime, user history, types of calls, call trends and problem resolution methods. AFSPC reviews this data with the 21Net team on a weekly basis to identify growing problems and to determine the most proactive solutions.

Building A Qualified Staff

Since AFSPC had recently moved to a standard Microsoft(TM) desktop environment, the help desk needed a staff with a knowledge base of how to solve Microsoft product-related issues. The 21 Net help desk and project managers built a team of help desk analysts including network engineers, system administrators, installers, security experts and mail administrators, familiar with Microsoft products and focused on customer service.

This help desk now boasts an impressive 85 percent average call resolution within the first 10 minutes of contact with the help desk and the internal network now averages 99.7 percent uptime. What's their formula for success? A knowledgeable staff contributes to the high-resolution rate, but the ability to share that knowledge with the rest of the team. enabled by the system, plays a critical part as well.

To share knowledge and increase call response time, the team created an integrated problem resolution database to track the ways help desk analysts resolve problems. The knowledge database allows analysts to research the problem resolution methods proven effective in their environment, rather than solving the same problems time and time again. This lessons-learned database also allows the help desk manager to track and monitor persistent and recurring problems and allocate more assets to the solution.

During each call, the help desk analyst enters call data into the system. This data feeds the problem resolution database and allows the tracking and reporting of trends at the site. From this data, the help desk can then proactively attack a growing problem before it gets out of control.

Results

Since the 21 Net help desk began receiving calls, it has handled approximately 400 calls each month and currently supports about 5,500 users with issues regarding software applications, network connectivity, Internet connectivity and usage, security and hardware. The help desk successfully addresses not only a wide range of problems, but a high volume as well. In one summer month alone, the help desk received 1,800 trouble tickets, with 1,522 resolved within 10 minutes of the call.

These statistics reflect how a properly integrated help desk can increase customer uptime. Nancy Burns, chief quality assurance evaluator for 21Net, reports that "with 85 percent of over 350 trouble calls every week resolved in the first 10 minutes of contact with our help desk, we have seen a noticeable improvement in employee productivity and customer satisfaction."

Each of these factors - the right implementation team, a flexible and scalable product, a technically savvy staff and customized tracking and reporting tools - led to the success of this project. Going forward, the AFSPC and 21Net have a robust and flexible system that can grow with the needs of their user base.

For information and subscriptions: call TELEMARKETING(R) 203-852-6800 or Fax to: 203-853-2845 or 203-838-4070

Jeff Lang has been the 21 Net program manager for the past two years and has expanded the network and help desk from a 3,000 user customer base to more than 5,000 supported users. AFSPC chose SSDS, a systems integrator that builds call centers, help desks as well as Internet, Intranet and Extranet infrastructure and applications.

Copyright Technology Marketing Corporation Feb 1998
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