blockmine 1.24.0 → 1.25.0

package/.claude/skills/general-it-engineering/resources/help-desk-operations.md

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-# Help Desk Operations
-
-Ticketing systems, knowledge base management, user support best practices, SLA tracking, and service desk operational excellence.
-
-## Table of Contents
-
-- [Help Desk Overview](#help-desk-overview)
-- [Ticketing Systems](#ticketing-systems)
-- [Knowledge Base Management](#knowledge-base-management)
-- [User Support Best Practices](#user-support-best-practices)
-- [SLA Tracking](#sla-tracking)
-- [Performance Metrics](#performance-metrics)
-- [Best Practices](#best-practices)
-
-## Help Desk Overview
-
-### Purpose
-
-The help desk provides:
-- Single point of contact for IT support
-- First-line issue resolution
-- Service request fulfillment
-- User satisfaction
-- Knowledge sharing
-
-### Help Desk vs Service Desk
-
-```yaml
-Help Desk:
-  Focus: Technical issue resolution
-  Scope: Reactive support (fix problems)
-  Goals: Restore service quickly
-  Example: Fix printer, reset password
-
-Service Desk:
-  Focus: Service delivery
-  Scope: Proactive + reactive (full ITSM)
-  Goals: Service quality, user satisfaction
-  Example: Service catalog, SLA management, proactive outreach
-```
-
-## Ticketing Systems
-
-### Essential Features
-
-```yaml
-Ticket Management:
-  - Ticket creation (email, phone, portal, chat)
-  - Ticket categorization
-  - Priority assignment
-  - Status tracking
-  - Assignment and routing
-  - Escalation management
-  - SLA tracking
-
-Self-Service:
-  - Knowledge base
-  - Service catalog
-  - Password reset
-  - Status checking
-  - Common requests
-
-Automation:
-  - Auto-assignment based on category
-  - SLA breach alerts
-  - Canned responses
-  - Workflow automation
-  - Integration with monitoring
-
-Reporting:
-  - Ticket volume
-  - Resolution times
-  - SLA compliance
-  - Agent performance
-  - Customer satisfaction
-```
-
-### Ticket Workflow Example
-
-```yaml
-ServiceNow Ticket Workflow:
-
-1. Ticket Creation:
-   Source: Email to helpdesk@company.com
-   Auto-created: INC-12345
-   Assigned: Unassigned queue
-   Status: New
-
-2. Auto-Classification:
-   Subject: "Cannot access shared drive"
-   Category: Network → File Access
-   Subcategory: Permissions
-   Auto-assigned: Service Desk Queue
-
-3. Analyst Assignment:
-   Assignment Rule:
-     IF category = "File Access"
-     THEN assign to "File Services Team"
-   Assigned To: John Smith
-   Status: Assigned
-
-4. Initial Response:
-   John opens ticket
-   Sends template response:
-     "Thank you for contacting IT. Your ticket INC-12345
-      has been assigned to me. I will investigate and
-      respond within 4 hours per our SLA."
-   Status: In Progress
-   First Response Time: 5 minutes ✅
-
-5. Investigation:
-   John checks:
-     - User account active? Yes
-     - Correct security group? No - missing
-   Resolution identified: Add user to security group
-
-6. Resolution:
-   Action: Added user to "FileShare-Sales" group
-   Verification: User confirms access restored
-   Resolution Notes: "Added user to correct security group"
-   Status: Resolved
-   Resolution Time: 25 minutes ✅
-
-7. Closure:
-   Auto-closure after 3 days (no reopen)
-   Survey sent to user
-   Status: Closed
-```
-
-### Ticket Templates
-
-**Standard Response Templates:**
-```yaml
-Acknowledgment:
-  "Thank you for contacting IT Support. We have received
-   your request [TICKET_NUMBER] and will respond within
-   [SLA_TIME]. If urgent, please call the help desk at
-   [PHONE]."
-
-Password Reset Confirmation:
-  "Your password has been reset. A temporary password has
-   been sent to your alternate email [EMAIL]. Please change
-   your password immediately upon first login."
-
-Resolved:
-  "Your issue [TICKET_NUMBER] has been resolved. Please
-   verify the fix and let us know if you need further
-   assistance. This ticket will close automatically in
-   3 days if we don't hear from you."
-
-Escalated:
-  "Your issue [TICKET_NUMBER] requires specialized support.
-   I have escalated this to [TEAM] who will contact you
-   within [TIME]. You can track progress at [URL]."
-```
-
-## Knowledge Base Management
-
-### Knowledge Article Structure
-
-```yaml
-Knowledge Article: KB-0123
-
-Title: How to Connect to Company VPN
-Category: Network Access
-Tags: vpn, remote access, work from home
-Article ID: KB-0123
-Version: 2.1
-Last Updated: 2024-10-15
-Author: IT Help Desk
-
-Audience: All employees
-Helpful Votes: 245 👍 / 12 👎
-
-Problem Description:
-  Unable to connect to company network from home or remote location.
-
-Solution:
-
-Prerequisites:
-  - VPN software installed (download from portal.company.com)
-  - Active employee account
-  - Multi-factor authentication (MFA) enrolled
-
-Steps:
-
-1. Open VPN Client:
-   - Windows: Start Menu → Cisco AnyConnect
-   - Mac: Applications → Cisco AnyConnect
-
-2. Enter VPN Address:
-   - Type: vpn.company.com
-   - Click "Connect"
-
-3. Enter Credentials:
-   - Username: your.email@company.com
-   - Password: your Active Directory password
-
-4. Approve MFA:
-   - Check your phone for MFA push notification
-   - Approve the request
-
-5. Verify Connection:
-   - Look for green "Connected" status
-   - Try accessing internal resources
-
-Troubleshooting:
-
-Cannot connect:
-  - Verify internet connection working
-  - Check VPN software version (must be 4.10+)
-  - Contact help desk if persists
-
-MFA not received:
-  - Check phone has internet/cellular
-  - Try "Send me a code" option
-  - Contact help desk to reset MFA
-
-Still need help?
-  Contact IT Help Desk:
-  - Phone: (555) 123-4567
-  - Email: helpdesk@company.com
-  - Portal: support.company.com
-
-Related Articles:
-  - KB-0124: How to Install VPN Client
-  - KB-0125: Multi-Factor Authentication Setup
-  - KB-0126: Troubleshooting VPN Connection Issues
-
-Attachments:
-  - vpn-setup-guide.pdf
-  - screenshots-vpn-connection.png
-```
-
-### Knowledge Base Categories
-
-```yaml
-Knowledge Base Structure:
-
-Hardware:
-  - Desktop & Laptop
-  - Mobile Devices
-  - Printers
-  - Peripherals
-
-Software:
-  - Applications
-  - Operating Systems
-  - Browsers
-  - Productivity Tools
-
-Network:
-  - VPN
-  - WiFi
-  - Email
-  - File Access
-
-Accounts:
-  - Password Reset
-  - Account Setup
-  - Permissions
-  - MFA
-
-How-To Guides:
-  - Getting Started
-  - Common Tasks
-  - Best Practices
-  - FAQs
-```
-
-### Knowledge Management Process
-
-```yaml
-KB Lifecycle:
-
-1. Create:
-   Triggers:
-     - Recurring incidents (3+ same issue)
-     - Common questions
-     - New services launched
-     - Process changes
-
-   Process:
-     - Write draft article
-     - Add screenshots/videos
-     - Include troubleshooting
-     - Peer review
-
-2. Approve:
-   - Technical accuracy review
-   - Style and clarity check
-   - Completeness verification
-   - Publish approval
-
-3. Publish:
-   - Add to knowledge base
-   - Tag appropriately
-   - Link related articles
-   - Announce to team
-
-4. Maintain:
-   - Monitor helpfulness votes
-   - Update when outdated
-   - Add additional troubleshooting
-   - Quarterly review
-
-5. Retire:
-   - Archive obsolete articles
-   - Redirect to new article
-   - Remove broken links
-   - Clean up search results
-
-Metrics:
-  - Articles published: 50/quarter (target)
-  - Article helpfulness: >90% positive
-  - Self-service resolution: >30% of tickets
-  - Article age: <12 months average
-```
-
-## User Support Best Practices
-
-### Customer Service Excellence
-
-**1. First Contact Resolution:**
-```yaml
-Goal: Resolve issues on first contact
-
-Strategies:
-  - Comprehensive training
-  - Robust knowledge base
-  - Empowerment to resolve
-  - Access to tools and resources
-  - Escalation when needed (not delay)
-
-Metrics:
-  Target: >70% FCR
-  Measurement: Resolved without escalation or callback
-```
-
-**2. Effective Communication:**
-```yaml
-Active Listening:
-  - Let user fully describe issue
-  - Ask clarifying questions
-  - Confirm understanding
-  - Avoid interrupting
-
-Clear Explanation:
-  - Use simple language (avoid jargon)
-  - Step-by-step instructions
-  - Verify user understanding
-  - Provide written summary
-
-Empathy:
-  - Acknowledge frustration
-  - Show understanding
-  - Apologize for inconvenience
-  - Focus on solution
-```
-
-**3. Time Management:**
-```yaml
-Efficient Support:
-  - Use templates for common responses
-  - Leverage knowledge base
-  - Parallel troubleshooting (not sequential)
-  - Know when to escalate
-  - Document as you go
-
-Avoid:
-  - Excessive troubleshooting (diminishing returns)
-  - Rabbit holes (stay focused)
-  - Over-explaining (be concise)
-```
-
-### Support Channels
-
-```yaml
-Phone Support:
-  Best For:
-    - Urgent issues
-    - Complex troubleshooting
-    - User training
-    - Escalations
-
-  Pros:
-    - Immediate interaction
-    - Build rapport
-    - Real-time guidance
-
-  Cons:
-    - Highest cost
-    - Limited documentation
-    - Availability constraints
-
-Email Support:
-  Best For:
-    - Non-urgent issues
-    - Detailed instructions
-    - Documentation trail
-    - Async communication
-
-  Pros:
-    - Written record
-    - User convenience
-    - Cost-effective
-
-  Cons:
-    - Slower resolution
-    - Miscommunication risk
-    - Back-and-forth delays
-
-Chat Support:
-  Best For:
-    - Quick questions
-    - Real-time assistance
-    - Multitasking users
-    - Common issues
-
-  Pros:
-    - Fast response
-    - Convenient
-    - Written record
-    - Lower cost than phone
-
-  Cons:
-    - Limited for complex issues
-    - Typing speed matters
-    - Less personal
-
-Self-Service Portal:
-  Best For:
-    - Password resets
-    - Knowledge base access
-    - Service requests
-    - Status checking
-
-  Pros:
-    - 24/7 availability
-    - Lowest cost
-    - User empowerment
-    - Scalable
-
-  Cons:
-    - Not for all issues
-    - Requires maintenance
-    - User adoption needed
-```
-
-## SLA Tracking
-
-### SLA Dashboard
-
-```yaml
-Real-Time SLA Dashboard:
-
-Priority 1 (Critical):
-  Target Response: 15 minutes
-  Target Resolution: 4 hours
-
-  Current Performance:
-    Open Tickets: 2
-    Within SLA: 2 ✅
-    At Risk: 0
-    Breached: 0
-
-    Average Response: 8 minutes ✅
-    Average Resolution: 2.5 hours ✅
-
-Priority 2 (High):
-  Target Response: 1 hour
-  Target Resolution: 8 hours
-
-  Current Performance:
-    Open Tickets: 15
-    Within SLA: 12 ✅
-    At Risk: 2 ⚠️ (approaching breach)
-    Breached: 1 ❌
-
-    Average Response: 35 minutes ✅
-    Average Resolution: 6.5 hours ✅
-
-Priority 3 (Medium):
-  Target Response: 4 hours
-  Target Resolution: 24 hours
-
-  Current Performance:
-    Open Tickets: 45
-    Within SLA: 42 ✅
-    At Risk: 2 ⚠️
-    Breached: 1 ❌
-
-    Average Response: 2.5 hours ✅
-    Average Resolution: 18 hours ✅
-
-Overall SLA Compliance: 94.2% ✅ (Target: >90%)
-```
-
-### SLA Breach Prevention
-
-```yaml
-Proactive SLA Management:
-
-1. Automated Alerts:
-   - 50% of SLA elapsed → Reminder to analyst
-   - 75% of SLA elapsed → Alert to team lead
-   - 90% of SLA elapsed → Escalation to manager
-   - 100% of SLA elapsed → Breach notification
-
-2. Workload Balancing:
-   - Monitor queue depth
-   - Reassign tickets if needed
-   - Call for backup during spikes
-   - Overtime approval for coverage
-
-3. Priority Queues:
-   - P1/P2 tickets visible to all
-   - Dedicated senior analysts for P1
-   - Clear escalation paths
-   - Regular queue reviews
-
-4. Capacity Planning:
-   - Historical ticket volume analysis
-   - Staffing models
-   - Shift coverage optimization
-   - Training pipeline
-```
-
-## Performance Metrics
-
-### Individual Analyst Metrics
-
-```yaml
-Analyst Scorecard: John Smith
-Period: October 2024
-
-Productivity:
-  - Tickets Handled: 245
-  - Average per Day: 12.3
-  - First Contact Resolution: 78% ✅ (Target: 70%)
-  - Average Handle Time: 8.5 min ✅ (Target: <10 min)
-
-Quality:
-  - Customer Satisfaction: 4.6/5.0 ✅ (Target: 4.0+)
-  - Ticket Reopen Rate: 3% ✅ (Target: <5%)
-  - Knowledge Articles Created: 2
-  - Peer Reviews: 5
-
-SLA Performance:
-  - Response SLA Met: 98% ✅ (Target: 95%)
-  - Resolution SLA Met: 95% ✅ (Target: 90%)
-  - Average Response Time: 4.2 min ✅
-  - Average Resolution Time: 35 min ✅
-
-Development:
-  - Training Completed: Advanced Troubleshooting ✅
-  - Certifications: CompTIA A+ renewed ✅
-  - Mentoring: Training 2 new analysts ✅
-```
-
-### Team Metrics
-
-```yaml
-Help Desk Team Metrics
-Month: October 2024
-
-Volume:
-  - Total Tickets: 3,450
-  - Avg per Day: 158
-  - Trend: ▼ 5% vs September ✅
-
-Resolution:
-  - First Contact Resolution: 74% ✅
-  - Escalation Rate: 22% ✅ (Target: <30%)
-  - Average Resolution Time: 42 minutes ✅
-
-Customer Satisfaction:
-  - CSAT Score: 4.3/5.0 ✅
-  - Survey Response Rate: 65%
-  - NPS: +38 ✅
-
-SLA Compliance:
-  - Overall: 94% ✅ (Target: 90%)
-  - P1: 100% ✅
-  - P2: 96% ✅
-  - P3: 92% ✅
-  - P4: 90% ✅
-
-Top Issues:
-  1. Password resets (18%)
-  2. VPN connectivity (12%)
-  3. Email issues (10%)
-  4. Software installation (8%)
-  5. Printer problems (7%)
-
-Opportunities:
-  - Increase self-service adoption
-  - Reduce VPN incidents (knowledge base update)
-  - Automate password resets
-```
-
-## Best Practices
-
-### 1. Comprehensive Training
-
-```yaml
-Training Program:
-
-New Hire Onboarding (2 weeks):
-  Week 1:
-    - Company overview
-    - IT systems and tools
-    - Ticketing system training
-    - Knowledge base navigation
-    - Service catalog
-    - Communication skills
-
-  Week 2:
-    - Shadow senior analyst
-    - Handle tickets (supervised)
-    - Customer service scenarios
-    - Escalation procedures
-    - Practice sessions
-    - Assessment
-
-Ongoing Training:
-  - Monthly: Product updates
-  - Quarterly: Advanced topics
-  - Annual: Customer service refresher
-  - As needed: New technologies
-```
-
-### 2. Knowledge Sharing
-
-```yaml
-Knowledge Sharing Practices:
-
-Daily:
-  - Quick team huddle (15 min)
-  - Share tricky issues
-  - Discuss new solutions
-
-Weekly:
-  - Team meeting (1 hour)
-  - Review metrics
-  - Process improvements
-  - Training topics
-
-Monthly:
-  - Knowledge base review
-  - Article creation sprint
-  - Cross-training sessions
-
-Tools:
-  - Shared documentation
-  - Team chat channel
-  - Wiki or knowledge base
-  - Screen recording for complex fixes
-```
-
-### 3. Continuous Improvement
-
-```yaml
-Improvement Initiatives:
-
-Process Optimization:
-  - Identify repeat issues → Create KB articles
-  - High-volume tickets → Automation opportunities
-  - Long resolution times → Training needs
-  - Escalations → First-line capability gaps
-
-Quality Monitoring:
-  - Random ticket reviews (10% sample)
-  - Calibration sessions
-  - Customer feedback analysis
-  - Root cause analysis
-
-Automation:
-  - Self-service expansion
-  - Chatbot for common questions
-  - Auto-remediation scripts
-  - Workflow automation
-```
-
-### 4. User Empowerment
-
-```yaml
-Self-Service Strategy:
-
-Portal Features:
-  - Password reset (no help desk needed)
-  - Common requests (catalog items)
-  - Knowledge base search
-  - Ticket status tracking
-  - Service outage notifications
-
-Adoption:
-  - Marketing self-service portal
-  - Training sessions
-  - Quick reference guides
-  - Incentives (faster resolution)
-
-Metrics:
-  - Self-service usage: 35% ✅ (Target: 30%)
-  - Portal satisfaction: 4.2/5.0 ✅
-  - Password resets via portal: 95% ✅
-```
-
-### 5. Work-Life Balance
-
-```yaml
-Analyst Wellbeing:
-
-Schedule:
-  - Fair shift rotation
-  - Predictable schedules
-  - Adequate breaks
-  - No excessive overtime
-
-Workload:
-  - Realistic ticket quotas
-  - Team support during spikes
-  - Mental health days
-  - Stress management resources
-
-Recognition:
-  - Monthly awards (top performer)
-  - Public recognition
-  - Career development
-  - Promotion opportunities
-```
-
----
-
-**Related Resources:**
-- [service-management.md](service-management.md) - Service desk operations
-- [incident-service-management.md](incident-service-management.md) - Incident management
-- [automation-orchestration.md](automation-orchestration.md) - Service automation