Database Design For an IT Helpdesk

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Help desk Scenario

A company with a large IT function is setting up an IT Helpdesk to handle

hardware and software problems concerning the IT systems. Whenever anyone

within the company has a problem they can contact the helpdesk. One of the

hardware and software problems concerning the IT systems. Whenever anyone

within the company has a problem they can contact the helpdesk. One of thehelpdesk operators will attempt to deal with the enquiry, but if an immediate answer cannot be given the problem is passed to one of several specialists.

An Information System is needed to log and track the helpdesk queries. This will

enable analysts to see how the equipment is performing overall, whether the

helpdesk specialists are sufficiently resourced to solve problems in an

acceptable time, and whether there are subject areas where training should be

given to employees.

Proposed System Operation

When a new call comes into the helpdesk the names of the caller and helpdesk

operator are logged along with the time of the call, the serial number of the

computer and, if relevant, the operating system and software being used. The

caller’s name will be checked against a register of all personnel to retrieve the

callers' ID number, job title and department. The equipment will also be checked

against a register of equipment to find the equipment type and make. The

software will be checked to see if it is under a valid license.

Every call is logged and each problem is given a problem number and this is

supplied to the caller so it can be quoted on any subsequent calls about the

same problem. The helpdesk operator will also record notes and descriptions of

the problem. A reason for each call is always recorded even if it is, in the case

of a follow-up call, just a note to say how desperate the caller is getting.

When a problem is first reported the helpdesk operator will also allocate a

problem type, selecting it from a list of problem types. It is the skill of the operator

to know what problem type is most relevant and how specific the problem is.

Some problem types are refinements of more general problem types and so it is

possible that the problem type allocation may be altered at a later time if more

information becomes available.

When the problem area is identified the helpdesk operator can lookup previous

problems of the same type to see if the problem has occurred before and if so

how it was resolved. It is also possible to lookup previous problems with thesame equipment or from the same caller to see if there were other related

problems.

If the problem can't be solved immediately the helpdesk operator will use the

system to look up which specialist to refer the problem. Each specialist will be

an expert in one or more problem types. If there is no specialist listed for a more

specific problem type then a specialist from the more general problem type will

be used. The system will also list how many problems the specialist is currently

working on so that if there is more than one specialist for a problem type, the

specialist who is currently the least loaded can be allocated.

When a problem is eventually resolved, the helpdesk operator or the specialist

will log the date and time it is resolved and record some indication of how the

problem is resolved and the time taken to resolve the problem.

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