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Support environments and processes Module 9: Help Desk Technology 1 You will learn to …. Define basic help desk concepts and identify the characteristics of internal and external support environments Understand internal support processes Recognize exte...

Support environments and processes Module 9: Help Desk Technology 1 You will learn to …. Define basic help desk concepts and identify the characteristics of internal and external support environments Understand internal support processes Recognize external support processes. Identify the main challenges to the support process. Module 9: Help Desk Technology 2 Support environments The support environment is the collection of customers that a support group assists, the tasks customers need or want to complete, the technologies those customers and support staff use to complete tasks and the experience and skill of the support staff. Module 9: Help Desk Technology 3 Different types of help desk environments A Multilevel support model Front-line support or level one support Subject matter experts (SME) Support staff Module 9: Help Desk Technology 4 Support environments are divided into two groups ✓ Internal support group ✓ External support group Module 9: Help Desk Technology 5 Processes common to support environments ✓ Call logging ✓ Problem management ✓ Problem resolution Module 9: Help Desk Technology 6 Internal support processes ✓ Asset management ✓ Change management ✓ Network and system management ✓ Request management ✓ Hotline support Module 9: Help Desk Technology 7  External support processes ✓ Customer management ✓ Contract management ✓ Relationship management ✓ Software change management ✓ External information management Module 9: Help Desk Technology 8  Support process challenges ✓ High call volume ✓ Company mergers ✓ Retail support ✓ Field service and repairs ✓ Enterprise support ✓ Global or international support ✓ Educational organizations Module 9: Help Desk Technology 9