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  • Analysis of The Helpdesk Problem: Isd Staff Users

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    Spandan Swain
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    The document analyzes problems with an organization's IT helpdesk by examining the objectives and beliefs of both users and ISD staff. Users want issues resolved quickly and prefer contacting staff directly rather than using the current system, which they find uncertain and difficult to use. Meanwhile, ISD staff want to provide effective IT support but struggle with users not using the established system and contacting staff through multiple channels. Both sides would benefit from a new system that better addresses user needs while establishing a clear, centralized process for requesting assistance.

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    ITG Spandan

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    The document analyzes problems with an organization's IT helpdesk by examining the objectives and beliefs of both users and ISD staff. Users want issues resolved quickly and prefer contacting staff directly rather than using the current system, which they find uncertain and difficult to use. Meanwhile, ISD staff want to provide effective IT support but struggle with users not using the established system and contacting staff through multiple channels. Both sides would benefit from a new system that better addresses user needs while establishing a clear, centralized process for requesting assistance.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    5 views1 page

    Analysis of The Helpdesk Problem: Isd Staff Users

    Uploaded by

    Spandan Swain
    The document analyzes problems with an organization's IT helpdesk by examining the objectives and beliefs of both users and ISD staff. Users want issues resolved quickly and prefer contacting staff directly rather than using the current system, which they find uncertain and difficult to use. Meanwhile, ISD staff want to provide effective IT support but struggle with users not using the established system and contacting staff through multiple channels. Both sides would benefit from a new system that better addresses user needs while establishing a clear, centralized process for requesting assistance.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    Analysis of the Helpdesk Problem

    USERS ISD STAFF


    Defined Objective Defined Objective

    Get incidents solved as quickly as possible Provide IT support to users


    User Beliefs ISD Beliefs

    Not to enter request in current system


    IT Related
    Purchase a better system
    Contact the ISD staff directly on first hand Problems Develop a system that satisfies both needs
    Reasons Reasons

    Uncertainty of issue solve Users do not use system


    Unwillingness to learn Being interrupted too often
    Don't know how to describe the problem Users use too many entry points to contact
    Prefer direct interactions Need a process that addresses user needs

    Take both the User& Interface must involve Users must not be
    Proper definition of
    ISD demands into more one to one allowed to bypass the
    process must be done
    considerations interaction system

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