WHAT MAKES A SUCCESSFUL HELPDESK? COMPUTER SAYS, DOH! RICK COLLINS - WRAGGE & CO LLP JOY HEATH RUSH - SIDLEY AUSTIN LLP ANDY RUDALL - WRAGGE & CO LLP

Transcription

1 WHAT MAKES A SUCCESSFUL HELPDESK? COMPUTER SAYS, DOH! RICK COLLINS - WRAGGE & CO LLP JOY HEATH RUSH - SIDLEY AUSTIN LLP ANDY RUDALL - WRAGGE & CO LLP

2 WHO ARE WE AND WHY ARE WE HERE?

3 WE ARE JOY HEATH RUSH RICK COLLINS ANDY RUDALL

4 WHY ARE WE HERE? Listen in as our panel discusses the challenges encountered in providing exemplary helpdesk service and some innovative ways these challenges can be met. The panel will cover why the helpdesk is the first function to get outsourced, whether self service will ever be an option, how to maintain skills and grow experience with high staff turnover, how to keep good people on a helpdesk, whether knowledge of the legal process and client pressures is necessary, 24/7 coverage and much more!

5 BEYOND THE TRADITIONAL IN A GALAXY FAR, FAR AWAY

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7 ...AND SO IT STARTS

8 Hello Helpdesk how can I help you?

9 Erm, hello I have a major issue with one of your computers

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13 BEYOND THE TRADITIONAL

14 THE HARD QUESTION Why is the Help Desk the first IT function to be outsourced? The Easy Answer

15 THE EASY ANSWER Because anybody can work on the Help Desk Because law firms can t provide a career path for Help Desk staff Because law firms lack core competence to run a Help Desk Because no one in IT wants to own the Helpless Desk too hard, too much recruiting Because it s cheaper

16 THE PENDULUM

17 THE TRUTH OF THE MATTER Because Help Desk requires special skills and talents Because Help Desk can be a career or can be an important training ground for other IT Because a good IT organization can t run without a Help Desk Because the Helpless Desk is only Helpless if it s managed to helplessness Because it s not cheaper

18 DELIVERING THE WHITE GLOVE EXPERIENCE VIA SELF SERVICE! RICK COLLINS WRAGGE & CO. USER SUPPORT MANAGER

19 THE CHALLENGE: OUR USERS EXPECT THE BEST HELP ME! NOT HOW DO I HELP MYSELF? PERCEPTION VS. REALITY STREAMS OF USER SHIFT IN MINDSET TERRIFYING THE HELPDESK

20 TIMES ARE CHANGING: 64% OF BRITS AND OVER HALF OF OUR EUROPEAN FRIENDS REGULARLY PURCHASE GOODS ONLINE THE AVERAGE LEGAL TRAINEE: WAS ONLY 10 YEARS OLD AT THE TURN OF THE CENTURY WAS USING WINDOWS 95 AT PRIMARY SCHOOL WAS 5 WHEN AMAZON LAUNCHED AND 8 WHEN GOOGLE LAUNCHED PROBABLY STARTED SECONDARY SCHOOL THE YEAR APPLE LAUNCHED THE IPOD ARE TOO YOUNG TO REMEMBER MS-DOS! I CAN DO THIS QUICKER MYSELF

21 DISPELLING THE MYTHS: SELF-SERVICE IS INHERENTLY RISKY SELF-SERVICE IS SLOWER SELF-SERVICE IS UNPOPULAR SELF-SERVICE REDUCES THE NEED FOR IT STAFF SELF-SERVICE WON T WORK FOR URGENT REQUESTS

22 THE OPTIONS: TIER ZERO ONLINE CHAT SERVICE REQUEST CATALOGUE SERVICE MANAGEMENT DASHBOARD

23 THE WINNING COMBINATION: PERSONAL INTUITIVE SEARCHES LIKE THE BIG BOYS PATRONISING ADVERTISE PUBLISH YOUR SLA AND YOUR AVAILABILITY STATISTICS FORGET THE DDA AT YOUR PERIL ENGAGE YOUR TEAM DEDICATED KNOWLEDGE MANAGER

24 STOP REINVENTING THE WHEEL SYNERGIES BETWEEN TRAINING AND HELPDESK RECYCLE & COMBINE KNOWLEDGE BASE ENTRIES A PICTURE IS WORTH 1,000 WORDS BUT A VIDEO IS WORTH 1,000 PICTURES

25 QUESTIONS?

26 WHAT HELP DESK ISN T... The traditional Desk anymore X Just a group of call loggers X Low level generalists with mediocre technical skills X A commoditized service X Separate from IT

27 WHAT HELP DESK IS X Where 70% of your calls need to be closed X Where specialization prevents escalation X White glove ( Silver Service ) X Indispensable

28 WHERE TO INNOVATE What is the optimal service mix? What are the right metrics? What are the skills to seek? What does self-service really mean? What is the role of Escalation Teams? What programs can we put in place (and market!)?

29 QUESTIONS Self service vs room service? Don t we need both? Can we sustain room service? What about supporting home workers or outside normal working hours? Why is helpdesk first to be outsourced?

30 WHAT MAKES A SUCCESSFUL HELPDESK? COMPUTER SAYS, DOH! RICK COLLINS - WRAGGE & CO LLP JOY HEATH RUSH - SIDLEY AUSTIN LLP ANDY RUDALL - WRAGGE & CO LLP

31 THANKS FOR ATTENDING OUR SESSION