WHAT MAKES A SUCCESSFUL HELPDESK? COMPUTER SAYS, “DOH!”

RICK COLLINS - WRAGGE & CO LLPJOY HEATH RUSH - SIDLEY AUSTIN LLPANDY RUDALL - WRAGGE & CO LLP

WHO ARE WE AND WHY ARE WE HERE?

WE ARE

JOY HEATH RUSH

RICK COLLINS

ANDY RUDALL

WHY ARE WE HERE?

Listen in as our panel discusses the challenges encountered inproviding exemplary helpdesk service and some innovative waysthese 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!

BEYOND THE TRADITIONAL…

IN A GALAXY FAR, FAR AWAY…

...AND SO IT STARTS…

Hello Helpdesk how can I help 

you?

Erm, hello I have a major issue with one of 

‘your‘ computers

BEYOND THE TRADITIONAL…

THE HARD QUESTION

Why is the Help Desk the first IT function to be outsourced?

The Easy Answer …

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

THE PENDULUM

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

DELIVERING THE “WHITE GLOVE” EXPERIENCE…VIA SELF SERVICE!

RICK COLLINSWRAGGE & CO. USER SUPPORT MANAGER

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

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”

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

THE OPTIONS:

• TIER ZERO• ONLINE CHAT• SERVICE REQUEST CATALOGUE• SERVICE MANAGEMENT DASHBOARD

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”

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

QUESTIONS?

WHAT HELP DESK ISN’T

. . . The “traditional” Desk anymoreX Just a group of call loggersX Low level generalists with mediocre

technical skillsX A commoditized serviceX Separate from IT

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

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!)?

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?

WHAT MAKES A SUCCESSFUL HELPDESK? COMPUTER SAYS, “DOH!”

RICK COLLINS - WRAGGE & CO LLPJOY HEATH RUSH - SIDLEY AUSTIN LLPANDY RUDALL - WRAGGE & CO LLP

THANKS FOR ATTENDING OUR SESSION