Managing user support requests

Support request reporting systems

These reporting systems can come in many diffrent ways as they are used on networks and computer systems to provide additional support to users who use these systems. They work by a user contating or creating a ticket request to a system admin who will then hopefuly resolve the issue on the network or that system. There are 2 main ways in how these systems can be used:

Telephone helpdesk - This is where the user uses a phone or VOIP services on the network or outside of the network to speak directly to either a 3rd , 2nd or 1st line support techniction to hopefuly resolve an issue they may have. These can be useful to a user as they feel that their issue is being resloved quicker and more effectivly as they have direclty spoke to a technician. However, they are not all so great as if this is the only way to contact someone their could be waiting times for others in the cue of the phone line as there is no other way to leave a message and then contact back meaning users could have long waiting times to just have their problem noticed.

Web-based reporting tools - This is simular to telephone helpdesk however it is done via the computer system and can be sent quickly and easily. It allows users to create multipual tickets so the technical team know what the problems are and these tickets can be brought up at anytime to be resolved. However, these can sometimes be bad for a user as they may feel that their ticket is not being looked at and could feel like it will take longer to resolve as there is know real human to interact and talk about it with.

User support request database 

 System admins on any network need to have a good level of support request. This means that the system that runs these systems can not delay any kind of process on a system as this could cause delay to users on the systems and not resolve issues effectifly and quickly. This system should be easy to create and manage tickets on as having to manualy put ticket requests into a system could hinder response as these tickets may not turn out accurate and not be to a high standerd. 

This is why the system should be automated as this will create a highest level of ticket quality as the slightest uptick in ticket requests could be overwealming to the support technichions creating a bad experiance and slower response to ticket requests.

Solution knowledge base

A soulution knowladge base is a good way for a company or organization to be able to have plenty of useful information about a computer system in one place for anyone to access. A knowladge base will have a collection of guides, questions, answers and documentation related to a product or a service. This is a great way for users to be able too be able to diagnose issues by them selfs and reduce strain on technical staff who would otherwise have to deal with the issues that users may have. They are also very useful in being able to understand what a product does with details and images on how to use it effectifly.

Analysis of support request data to identify issues

To analyase support request data to identify issues we have to look at the diffrent things that an IT technition would have to do on a daily basis. Some issues we are able to identify are:

• Training needs - staff in the workplace need to be trained on how to use diffrent equipment and software to be able to effectifly use a system. This means that time has to be allocated for training staff either by IT Support teams or on documentation in which a user will have to read and understand. Training helps by helping all staff out as if a user has an issue they maybe able to resolve the issue them selfs if they understand how to do something and this helps prevent delays to techincal support and reduced wait times as technical support can dedicate more time to more important issues
  

• Problems with software or hardware - any problem with software or hardware could create delays to any kind of opparation in a buisness so we need to reduce this to a minimum. We do this by keeping software and hardware simple and not over complicate processes as this causes confusion and delays in any system.
  

• Scheduling of resources - We should keep records of when incidents happen as these could be more common at diffrent times due to more traffic on a system meaning delays on processes or more.
  

• Staffing users - is when we take users on a network and give them diffrent permisions and levels on a system.