Your firm, ICT Outsourced Solutions Provider (ICTISP), provides outsourced ICT support and helpdesk services to all SME’s across Australia. Your services were recently acquired by AIBT.
In this assessment task, you are required to prepare a report for AIBT Management with regards to a Helpdesk Solution required to provide ICT Support in all its campuses nationwide (Sydney, Brisbane and Hobart).
In your report, you need to discuss the general features and capabilities of the ICT solution, including the creation of a service level agreement (SLA) between your firm and AIBT (you can download a sample SLA from www.giva.com.au/wp/sample-it-help-desk-service-level-agreement-sla.cfm).
Here are sample videos that can help you start:
www.youtube.com/watch?v=M7w3bjSbMrg
Full Answer Section
- Incident Management: We will implement a structured process for identifying, logging, prioritizing, and resolving all reported incidents.
- Problem Management: The root cause of recurring issues will be identified and addressed to prevent future occurrences.
- Change Management: A defined change management process will ensure smooth implementation of any modifications to AIBT's IT infrastructure.
- Remote Support: Our technicians can remotely access and troubleshoot user devices to minimize downtime.
- Reporting and Analytics: We will provide regular reports on key metrics like resolution times, incident trends, and user satisfaction.
- Knowledge Base: A comprehensive knowledge base will be established, allowing users to find solutions to common issues independently.
- On-site Support: For complex issues requiring physical presence, on-site support will be available upon request.
2.2 Service Level Agreement (SLA):
A formal Service Level Agreement (SLA) will be established between ICTISP and AIBT. The SLA will clearly define:
- Services Provided: A detailed list of the specific ICT support services we will offer.
- Performance Standards: Measurable metrics outlining acceptable response and resolution times for various incident categories.
- Reporting Requirements: Frequency and format of reports on service performance metrics.
- Escalation Procedures: A clear process for escalating unresolved issues to senior support personnel.
- Service Credits: Mechanisms for compensating AIBT for any SLA breaches on our part.
We recommend utilizing a sample SLA available online (e.g., https://www.givainc.com/blog/?startRow=31) and customizing it to AIBT's specific requirements.
3. Implementation Plan
ICTISP will work closely with AIBT's IT team to ensure a smooth and efficient implementation process. The plan will encompass:
- Needs Assessment: A comprehensive analysis of AIBT's existing IT infrastructure, user base, and support requirements.
- Solution Design: Tailoring the proposed helpdesk solution to AIBT's specific needs and integrating it with existing systems.
- Deployment and Configuration: Installing the necessary software and configuring the helpdesk system for optimal performance.
- Data Migration (if applicable): Migrating any existing support ticket data from AIBT's previous system to the new solution.
- User Training: Providing comprehensive training to AIBT staff and students on how to utilize the new helpdesk system effectively.
4. Benefits of Partnering with ICTISP
Partnering with ICTISP offers AIBT several key benefits:
- Improved Efficiency: A well-structured helpdesk system streamlines support processes, reduces resolution times, and frees up internal IT resources.
- Enhanced User Experience: Users benefit from convenient multi-channel support, a self-service knowledge base, and clear communication throughout the support cycle.
- Cost-Effectiveness: Our outsourced model offers a cost-efficient solution compared to building and maintaining an internal helpdesk team.
- Expertise and Scalability: ICTISP brings extensive experience in supporting SMEs and the ability to scale our services to meet AIBT's growing needs.
5. Conclusion
ICTISP is confident that our proposed helpdesk solution will significantly enhance AIBT's ICT support capabilities across all campuses. We are committed to establishing a long-term partnership with AIBT, ensuring the continued success of your educational institution.
Sample Answer
Helpdesk Solution for AIBT Campuses - Report for AIBT Management
1. Introduction
ICT Outsourced Solutions Provider (ICTISP) is pleased to present this report outlining a comprehensive helpdesk solution to support AIBT's ICT needs across all campuses in Sydney, Brisbane, and Hobart. Our proven track record of serving SMEs across Australia positions us well to deliver exceptional service to your nationwide institution.
2. Proposed Helpdesk Solution
2.1 General Features and Capabilities:
- Ticketing System: A robust ticketing system will be the core of our solution. It will allow users to submit support requests electronically, categorize issues, track progress, and receive updates.
- Multi-Channel Support: Users can access support through various channels, including phone, email, web portal, or self-service knowledge base.