Help Desk Simplification
sc.ge.com/*EUScanvas
GE Capital Americas
End User Services
02.01.13
Help Desk Simplification
”…I clicked on the thingy, got an error (don’t
know what it was), so I turned of the
computer… Now it won’t start… Can you fix
it..?”
"Address Resolution Protocol"
"Automatic Repeat Request"
"Bulletin Board Software" and "Bulletin Board System"
"Berkeley Software Distribution"
"Comman Gateway Interface"
"Data Encryption Standard"
"Domain Name Service"
"User Datagram Protocol"
"Frequently asked questions"
"File Transfer Protocol" "Greenwich Mean Time"
"GNU is Not Unix (recursive)"
"Graphical Users Interface"
"HyperText Markup Language"
"HyperText Transfer Protocol"
"Internet Relay Chat"
"Multiple User Dungeon" an interactive multiuser game
"Open Software Foundation"
"Pratical Extraction and Reporting Language" or
"Pathologically Eclectic Rubbish Lister""
"Point-to-Point Protocol"
"Pine Is Not Elm"
"Reverse Address Resolution Protocol"
"Request For Comments"
"Rich Text Format"
"Transmissions Control Protocol/Internet Protocol"
"The Internet Adaptor"
"Tele-TYpe"
"Serial Line Internet Protocol"
"Simple Mail Transfer Protocol"
"Standard Generalized Markup Language"
"Internet Service Provider"
"Simple Web Indexing System for Humans"
"Input Output" As in file IO.
"Wide Area Networks "
"Local Area Network"
"Network Time Protocol"
"Network News Transfer Protocol“
"Wide Area Information Server "
"World Wide Web "
"Uniform Resource Locator"
Help Desk Simplification
Overview
Move the rest of GE Capital Americas to the
new Service Desk service
Problem Management
Stop ‘revolving incidents’ – resolve the problem
Gamification
Do more with less – Inspire creativity
Business Application Integration
Make Business Apps part of the knowledge
A New Help Desk Portal
Give customers the Google Experience
Data Fixes and update forms
Part of the Google Experience
‘Proceduralize’ customer Feedback
Ask questions, take action, report results
4/
Help Desk Simplification
Short-Term Strategy
CIO Preliminary approval of strategy
Customer Socialization and Feedback
Sit down with customers & present strategy
Align initiatives with ISS and GECC
Execute
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
5/
Help Desk Simplification
Continuously-Improving Incident Cycle
Start
1. Incident
Occurs…
7. More Articles
Written &
Updated
6. More Time to
Improve KB &
Services
5. Less Chance
of a Pass to L2
2. Knowledge
Base Searched
3. Better chance
of a Hit
4. Less Chance
of an L1 Ticket
6/
Help Desk Simplification
Portal Re-Design
GE Capital Help Desk
7/
Help Desk Simplification
Portal Re-Design
Top hits for “Setting Up a Printer in GE Capital”
How to setup a Printer
This document was created to provide assistance in setting up a
printer on your windows X/7 GE Laptop…
Printer Setup in Scottsdale, Az.
Printers in he Scottsdale, Az. Office are located in 5 locations
throughout the building including across…
Printer Drivers
Printer drivers for most printers will install automatically upon
connecting with the printers corresponding File & Print server…
Where to get printing supplies
The following file contains the latest contacts regarding printer supplies
http://sc.ge.com/@PrinterSupplies
8/
Help Desk Simplification
Portal Re-Design
The top 4
knowledge Base
articles
Appropriate
forms based
on your query
Top hits for “Setting Up a Printer in GE Capital”
Similar Tickets
opened in the
last 7 days
How to setup a Printer
This document was created to provide assistance in setting up a
printer on your windows X/7 GE Laptop…
Printer Setup in Scottsdale, Az.
Printers in he Scottsdale, Az. Office are located in 5 locations
throughout the building including across…
Printer Drivers
Printer drivers for most printers will install automatically upon
connecting with the printers corresponding File & Print server…
Where to get printing supplies
The following file contains the latest contacts regarding printer supplies
http://sc.ge.com/@PrinterSupplies
9/