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The Call for Help - The User Services Center
by Duane Shaw, Computer Technician

A User Services Center or Help Desk typically provides Information Technology (IT) support services for computer users within an organization with the following types of support:

  • Validate and invalidate user passwords, accounts, and specific services.
  • Connect users to an organization’s network, internet, and organization intranet.
  • Configure software and services such as email.
  • Train users with software usage questions.
  • Install and configure LAN-based software.
  • Loan laptop computers, display projectors, and other IT equipment.
  • Resolve problems with operating systems, software, and remote access.
  • Install and relocate PC hardware and software.
  • Maintain and repair organization equipment such as computers and printers.
  • Create and maintain standards documents for personal computers and other equipment.

How Technicians Help Us

Technicians provide the necessary manpower to keep equipment running, up to date, and located where needed. ActioNet, Inc. technicians are involved in all kinds of user services centers for many customers. They configure new PCs as well as maintain proper operation of older PCs on a daily basis. Older operating systems are phased out as they develop security vulnerabilities and management issues. Recently, in response to new security policies, ActioNet technicians implemented the conversion of all IP addresses from Static to Dynamic configurations in order to make the network more secure by changing the entire infrastructure PCs IP addresses every week. This makes malicious attempts to access the network and PCs on the network without proper authentication very difficult. ActioNet technicians are highly skilled and well trained to keep workloads manageable.

How Quality Plays a Role

Quality Assurance is a key factor in customer satisfaction. This is fostered through change control and the use of efficient tools. Users are notified of all changes and problems resolved so their equipment remains compatible while on the network. Each user support center needs a method or tool to allow them to control changes. For example, each PC is given a special identification number which is used to track it. Although a simple spreadsheet can be used, a database-based tool available over a network used to track this kind of information helps technicians and network administrators to troubleshoot problems effectively and efficiently. User passwords for most services are also managed in a similar way by the user services center. Tracking hundreds of users on a network can prove to be daunting without a centralized tool. These tools are often commercially available but another option is to have ActioNet customize such a tool or integrate it into the customer’s existing systems.

Another important aspect of quality is training. Training for ActioNet technicians is provided through several company and contract programs. Recently, many ActioNet technicians completed training for the Dell Warranty Parts Direct Certification. This certification makes it easier for them to order replacement parts for serviceable PCs as well as generate faster responses to issues with customer equipment. Using the ActioNet tuition reimbursement program, various technicians are also training to complete various certifications (i.e., MCSA, MCSE, A+ and Network+) in their respective areas of expertise.

Conclusion

ActioNet user services centers and help desks provide top-notch services to our customers, bringing ActioNet’s corporate visions and goals to fruition with excellent employees, training programs, and commitment to customer satisfaction.

Spring 2006

2 computers on a desk