Service Desk or Helpdesk is nowdays have become an Important part of any Organization. BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty. The Project will guide you to how an Techincal officer works.

1. Priyank Shah
Gagandeep Singh
Sanjeevkumar Kanojiya
Manish Kotian
Suchit Shah
Shashank Salian
Jayesh Nandola

2.  Highlights of the Project.
 Introduction of our company.
 Functions of Service desk.
 What Technical Support Officer does?
 Process Flow.
 Key Performance indicator.(KPI)
 MIS REPORT.

3.  What is TECHNOLOGY ONE?
 Technology one is a Business Process Outsourcing services in the outsourcing industry
in India, catering mainly to Indian operations. For smooth functioning of the
business Technology One has its own Service Desk Department known as Help Desk.
The service desk of Technology One primarily associated with the Service desk
Operation. Tasks include handling incidents and requests, and providing an interface
for other processes.
 Features include:
 Single point of contact (SPOC) in case of any IT issue.
 single point of entry
 single point of exit
 streamlined communication channel
 Primary purposes of a service desk include:
 Incident control: life-cycle management of all service requests
 communication: keeping a customer informed of progress and advising on
workarounds
 The service desk function can have various names, such as Helpdesk, Call Centre.
 In Service desk we not only handle incidents, problems and questions but also
provide an interface for other activities such as change requests, maintenance
contracts, software licenses, Configuration management.

4.  A Technology One handles incidents and service requests, as well
as provides an interface to users for other activities such as:
 Problem Management.

 Configuration Management.

 Change Management

 Incident Management

 1: Problem management aims to resolve the root causes of
incidents and thus to minimize the adverse impact of incidents
and problems on business that are caused by errors within the IT
infrastructure, and to prevent recurrence of incidents related to
these errors.

5.  2: Configuration management is one integrated database that contains all the details about employees,
workstations, devices, incidents, problems, changes, and complete details of all Components in
business. It provides a public knowledge base of known errors and solutions
 That can help employees search and resolve minor incidents themselves without contacting the helpdesk
 Configuration management is the management and traceability of every aspect of a configuration from
beginning to end and it includes the following key process areas under its umbrella:
 Identification
 Planning
 Change control
 Change management
 Release management
 Maintenance
 3: Change management with workstation and printer problem history from the CMDB shows that the
printer has been failing repeatedly. To eliminate the problem, the printer needs to be changed and
replaced with a new printer to restore normal services. A change is initiated to resolve a problem and a
proposal is raised to replace the old faulty printer with a new printer.
 A proposal to change printer is submitted for approval, the approver can be IT manager or
 COO based on the cost of purchase. A detailed plan is prepared to implement change with a
 Roll-back plan acting as a safety net. After implementing the change, the requestor needs to
 Verify that change was successful.

6. 4: Incident management : aims to restore normal service operation as quickly
as possible and minimise the adverse effect on business operations, thus
ensuring that the best possible levels of service quality and availability are
maintained. 'Normal service operation' is defined here as service operation
within service-level agreement.

7.  Some of the common terms that are used include technicians, help desk
operators, application support specialist and maintenance engineers.
 Common work activities
 Configuring and installing computer applications and hardware operating
systems
 Maintaining and monitoring networks and computer systems
 Talking clients and staff through a number of actions, either over phone
or face to face for helping them resolve issues and set up systems
 Troubleshooting network problems and systems as well as diagnosing and
figuring out software/hardware faults
 Replacing parts if required
 Setting up profiles and user’s accounts, and dealing with issues related to
password
 Evaluating and testing new technologies and systems
 They might also be working on a helpdesk, answering phone calls and
assessing any technical queries that arise.
 They are also required to test & run regular maintenance checks and
keep up-to-date with information security issues.

8.  1: Sending an email to ‘’helpdesk’’
 2: Giving a call to helpdesk at 4357
 3: Raising a service ticket manually on the system by logging in the system
 Key Performance Indicator of Technology One
 KPIs for service desk:
 1: Number of repeated Incidents: Number of repeated Incidents, with known
resolution methods
 2: Incidents resolved Remotely : Number of Incidents resolved remotely by the
Service Desk (i.e. without carrying out work at user's location)
 3: Number of Escalations: Number of escalations for Incidents not resolved in the
agreed resolution time
 4: Number of Incidents: Number of incidents registered by the Service Desk
grouped into categories
 5: Incident Resolution Time: Average time for resolving an incident
 6: First Time Resolution Rate: Percentage of Incidents resolved at the Service Desk
during the first call
 7: Resolution within SLA: Rate of incidents resolved during solution times agreed in
SLA
 8: Number of unresolved Problem: Number of Problems where the underlying root
cause is not known at a particular time