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Original Date: 12/06/2004
Revision Date: 01/18/2007
Best Practice : Information Technology Help Desk
The U.S. Army Aviation & Missile Command Integrated Materiel Management Center’s innovative features of its web-based Information Technology Help Desk schedules, tracks, and provides management tools needed to focus resources where they will provide optimal payback.
The U.S. Army Aviation & Missile Command (AMCOM) Integrated Materiel Management Center’s (IMMC’s) Information Technology (IT) Help Desk is a web-based, multi-tiered system that provides advanced support to a geographically diverse group of users. With rapid advances in technology and the outbreak of hostilities around the world, the IMMC staff realized they needed to improve and enhance Help Desk operations to continue providing top-level support.
After looking at costly and non-robust commercial-off-the-shelf Help Desk solutions, the IMMC developed a state- of-the-art Help Desk management tool that exceeds expectations and contains many one-of-a-kind features. IMMC’s Help Desk leverages the Master Office Reference (MOR) that stores user information in an Oracle database. The web-based MOR information is used by the Help Desk technician to quickly and accurately identify the user and, more importantly, associate the user with hardware and software. IMMC’s holistic approach to its Help Desk operations includes cross training personnel in two main positions, taking Help Desk calls, and making repairs on the floor. Answering the Help Desk phone all day is an important position, but it can be monotonous; therefore, Help Desk technicians are routinely rotated between solving problems on the phone and on the floor. This is a win-win approach clients receive informed, well-trained technicians, and technicians are no longer confined to one position and continuously learn new skills.
IMMC’s innovative Information Technology Help Desk operation is Web-based and provides outstanding features including open/view new calls, open/view maintenance requests, transfer open regular calls, search for related calls, show all technician assignments, and view external users' status. The Help Desk schedules, tracks, and provides management tools needed to focus resources where they will provide optimal payback.
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