Page 5 - Help Desk Brochure_2022

MIL’s approach to

an effective help desk.

....................................

MIL’s service desk solutions are based on the principles and methodologies defined, refined, and
promulgated by ITIL v.4. ITIL’s set of practices for IT service management (ITSM) are designed to
better align an organization’s IT services and support with their business needs.

ITIL specifies that time and resources should be allocated based on business impact as it relates to
urgency and significance. In short, lessening impacts on business should be the first and foremost
ITSM goal, with technical issue resolution as a secondary objective. ITIL ITSM practices also
encourage a Single Point of Contact (SPOC) approach to help desk support that facilitates “Total
Contact Ownership” (TCO) among its practitioners.

When help desk staff serve as the SPOC for end-users, communication becomes more centralized
and issue tracking is simplified as the problem does not need be relayed and explained at every
handoff. Further, we maintain and update a list of common issues as they arise that each help
desk team member can access as they address customer calls. In short, the end users receive better,
more personalized service.

Our approach emphasizes:

» The importance of a user’s positive first contact with the help desk » Tracking and improving performance indicators for time and
quality of issue resolution and problem management
» Following the single point of contact approach to improve efficiencies,
provide quicker responses, and increase customer satisfaction levels » Identifying root causes and common issues encountered by users,
signaling the need for system changes and improvements
» An optimal user experience with staff trained on effective
communication and interpersonal relations » Utilization of service level agreements to provide a framework
to define the scope of services and document target quality
» Continuous performance improvement via formal staff training standards
program promoting development of skills and abilities