Hispanopedia WikiLa auditoría del servicio de asistencia técnica y la gestión de incidencias consiste en un examen de los controles internos del servicio . El proceso de auditoría recopila y evalúa la evidencia de las prácticas y operaciones del servicio de asistencia técnica y la gestión de incidencias de una organización. La auditoría garantiza que todos los problemas reportados por los usuarios estén debidamente documentados y que existan controles que permitan que solo el personal autorizado archive las entradas de los usuarios. Asimismo, determina si existen controles suficientes para priorizar las incidencias según su nivel de prioridad.
Tipos de mesas de ayuda
La gestión y el soporte de los activos de TI son esenciales para todas las empresas. Los servicios de asistencia técnica son ahora fundamentales para un buen servicio y funcionamiento empresarial. A través de ellos, se reportan, gestionan y resuelven los problemas de manera oportuna. Los servicios de asistencia técnica permiten a los usuarios, tanto internos como externos, formular preguntas y recibir respuestas eficaces. Además, contribuyen al buen funcionamiento de la organización y mejoran la calidad del soporte que ofrece a sus usuarios.
- Tradicionalmente, los centros de ayuda se han utilizado tradicionalmente como centros de llamadas . El soporte telefónico fue el principal medio utilizado hasta la llegada de Internet . Si bien el soporte telefónico ha funcionado eficazmente y todavía se utiliza hoy en día, presenta varias deficiencias. Por ejemplo, resulta frustrante para los clientes tener que esperar en línea o navegar por mensajes de contestadores automáticos. [ 1 ]
- Internet - La llegada de Internet ha brindado la oportunidad a los clientes potenciales y existentes de comunicarse directamente con los proveedores y de revisar y comprar sus servicios en línea. Los clientes pueden enviar sus problemas por correo electrónico sin tener que esperar en la línea telefónica. Una de las mayores ventajas de los servicios de asistencia técnica por Internet frente a los centros de llamadas es su disponibilidad las 24 horas del día, los 7 días de la semana. Esto es sumamente importante en el mundo empresarial global actual, donde clientes y empleados pueden encontrarse en diferentes zonas horarias. [ 2 ]
Auditoría del servicio de asistencia técnica
Objetivos
- Determinar si se han implementado los controles necesarios en el sistema. Esto garantizará que todos los problemas reportados por los usuarios estén debidamente documentados. Los controles existen para que solo el personal autorizado pueda archivar las entradas de los usuarios. Asimismo, se debe notificar a los clientes sobre el plazo para la implementación de la acción correctiva.
- Determinar si existen controles suficientes para priorizar los problemas según su importancia. Además, es necesario determinar si el juicio se ha grabado por completo y quién ha tomado las medidas necesarias.
- Supervise que las solicitudes de los clientes se resuelvan a tiempo. Las solicitudes pendientes deben revisarse y deben tomarse medidas de inmediato.
Procedimiento de auditoría
- Review and evaluate the overall process followed by the help desk. The review should focus on how the incoming problems are handled, if the problems are classified and prioritized, and if there is timely follow up to ensure efficient and complete resolution.
- Observe the operation. This observation should include the promptness of answering questions, immediate logging, and adequate knowledge to resolve problems quickly.
- Perform a test to determine the control environment. For example, the auditor could test whether all the users’ requests are logged into the system and whether all questions are properly documented.
- Determine if management defines the help desk mission statement. Also, the auditor should evaluate whether management has established clear responsibilities for the help desk.
- Evaluate the help desk service level by determining the management's methods of performing services. This can be accomplished by asking these questions:
- Does management calculate how many problems are reported per month?
- How many problems are resolved per month by individual help desk staff members?
- Does management compare the number of problems reported per day with the number of problems resolved per day?
- For the last question, tracking systems will help to identify whether the help desk has adequate staff to deal with the number of issues received at any given time. Furthermore, the problems distribution should be monitored to ensure that the staff is appropriately scheduled in to meet customer demand.
- Evaluate the training of the help desk technicians. This will help determine if they are aware of the development of hardware and software, industry trends and have sufficient technical skills.
- Check the security systems of the help desk. This includes such systems as physical security and password access controls.
Software
Today, there are many software choices which help management operate the help desk functions. In addition, these software products greatly improve the auditing of help desk operation. Help desk software is management software that automates many features of an organization's help desk environment, such as automated email response. It gives businesses the capability of using a systematic approach to responding to both internal and external users.
The typical functionality of help desk software includes:
- Call management
- Call tracking
- Knowledge management
- Problem resolution
- Self-help capabilities
The core components of any help desk software application include the abilities to record and track support requests through all stages. In addition, reporting is also a key element to providing detailed information on how the system is running. The right choice of help desk software depends on the size of the organization and the complexity of the support process. The business needs will vary greatly during different periods of time.
Help desk software common functions
- Help desk software systems range in complexity from basic ticket logging to fully integrated CRM systems.
- Functionality is varied, but the essential core elements are the recording and tracking of support requests.
- Reporting is important and often complemented by a third party application for user-definable reports.
- Service Level management is often crucial to the help desk process as a measure of its success. This is usually an automated benefit of the help desk application.
Outsourcing
The outsourcing of the help desk function and IT operations as a whole are a growing trend. However, it is important for the management to be aware of the ultimate responsibility for the help desk. This responsibility is still retained in the organization and not in the outsourcing firms. Help desk is still substantially important even if it is outsourced. In addition, it is critical to have appropriate management structure. Outsourcing decisions always involved both risks and benefits. The risks can be mitigated through careful planning. Whether it is a right decision or not for the organization to outsource can be decided through research. It also helps in delegating responsibilities to one and each.
Summary
Help desks play a key role in modern business organizations. A well designed and maintained help desk can substantially:
- Increase the efficiency of operations
- Reduce costs
- Gain customer satisfaction
- Improve public image
Effective auditing practices can contribute to maintaining the high quality of help desks, and help desk software may further improve the efficiency of help desk auditing.
See also
References
- Help desk
- Auditing