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Knowledge Management for Help Desk Operators

Objective

The ASSIST project focuses on the needs of large organisations operating help desks for providing their operators, especially remote workers, with knowledge management facilities. The benefits sought with those facilities concern:
Effectiveness and efficiency of work, Corporate learning, Flexibility and scalability of operations.
The project combines innovative technologies such as XML-based knowledge representation, advanced user interface and integration of knowledge management with operations performance measurement.
The ASSIST solution will be validated through pilot integration with 2 Help Desks in the sectors of Telecommunication and Postal services.

Objectives:
The ASSIST project focuses on the needs of large organisations operating help desks for providing their operators, especially remote workers, with knowledge management facilities. The benefits sought with those facilities concern:
Effectiveness and efficiency of work, i.e. to support help desk operators with the relevant corporate knowledge and expertise
Corporate learning, i.e. to get feed-back from the help desk operators on customers problems in order to improve both operations and support material
Flexibility and scalability of operations, i.e. to involve remote workers (be they working solely remotely or combining office and home work)

Work description:
Levering upon innovative technologies such as XML-based knowledge representation, advanced user interface and integration of knowledge management with operations performance measurement, the ASSIST project proposes a solution that links operators - be they local or remote - to Help Desk services and enables:
Wrapping all Help Desk resources in an intuitive front end; resources are customer care information systems, interpersonal communication facilities, knowledge management facilities and even intelligent agents that accompany each operator and recommend specific access to knowledge objects according to the operator's performance.
Considering the social dimension of the Help Desk job and interpersonal communication facilities, forums, contacts with experts and interaction with customers as major sources of knowledge that can be processed to improve operations and extend corporate knowledge.
Achieving a balance in the management of Help Desk staff between optimising operations performance and fostering knowledge acquisition.
The approach of rapid prototyping will be applied in the project and three successive versions of the system will be issued. This will allow a progressive validation of the ASSIST tools from a controlled environment to fully operational Help Desks. For validation purpose ASSIST will be integrated during the project to two Help Desks in the sectors of Telecommunication and Postal services.
In order to re-direct development effort in a streamlined way, particular emphasis will be put during the validation phase on
(a) the assessment of the business benefit for the enterprises managing the Help Desks, and on
(b) the satisfaction of Help Desk operators and customers.
Important dissemination activity will be conducted in order to promote the ASSIST solution to the potential User Groups. This activity aims both at raising awareness and at attracting some as observers in the project.

Funding Scheme

CSC - Cost-sharing contracts

Coordinator

CTTL SERVICES S.A.
Address
43, Rue Du Pere Raphael
2413 Luxembourg
Luxembourg

Participants (3)

DATATECH S.P.A.
Italy
Address
Milanofiori Strada 7, Palazzo T1
20089 Rozzano (Milano)
IMELIOS
France
Address
12 Rue Paul Dautier
78140 Velizy Villacoublay
OXFORD COMPUTER CONSULTANTS LIMITED
United Kingdom
Address
Beaver House, 23-38 Hythe Bridge Street
OX1 2ET Oxford