Task: Manage Help Desk Operations

Provide a single, central point of contact for all users of the system, handling all incidents, queries and requests

Purpose

· Provide a single, central point of contact for all users of the system, handling all incidents, queries and requests.

· Provide an interface for all of the other Support processes.

· Provide advice and guidance to users and record enhancement requests and problem reports.

· Maintain contact with users who have reported problems and keep them informed of their progress.

Relationships

Roles	Primary Performer: Client Support Manager	Additional Performers:
Process Usage	ASUM-DM > Operate & Optimize > Support User Community > Manage Help Desk Operations

Steps

Define, communicate & maintain support procedures

· Maintain Support contact lists

· Maintain Stakeholder contact lists

· Assign primary/secondary contacts for IBM Support

Perform help desk processes

· Receive and Record Calls

· Own and Track Requests

· Respond to Incidents

· Close Calls

Promote the Help Desk

Optimize the Help Desk

· Review Help Desk Operation

· Optimize Staff Levels

· Optimize Staff Skills

· Optimize Physical Workspace

· Optimize Help Desk Technology

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