What is the Microsoft Global Help Desk (GHD)?
The GHD serves the needs of internal Microsoft staff (FTE and contingent) through online and phone support for computer and hardware related issues. Consequently, only issues related to Microsoft’s corporate environment are addressed in my videos.
How many videos did you make?
As a contributor to this project, I created 40+ videos.
What was involved in making these videos?
I started with knowledge base articles as my primary technical source. Because these articles were created by many different authors, they were sometimes sketchy and unclear. Consequently, I would occasionally have to consult with subject matter experts to get clarification or further explanation.
Next, I would write the dialogue, record my voice for the voice-over, research images, film the on-screen action (using HyperCam 2), and then piece it all together in post-production using Windows Movie Maker 2.1.
Why were these videos created?
One of the single greatest costs to the GHD is direct phone calls to the help desk. In an initiative to lower call volumes, I was hired to create instructional videos that employees could use instead of the typical phone walk-through. This initiative has the potential to substantially lower costs to the company, and to provide faster service to the employees who need it.
These videos are currently being watched by some of Microsoft’s 50,000+ employees, vendors and contractors worldwide. Staff in over 15 nations continue to watch these videos as an alternative to waiting on hold for a technician.
Did you contribute anything beyond your normal duties?
At the beginning of the project, Jeremy Eubanks (my manager) gave me permission to request any video editing tools necessary for the project. However, I wanted to lower costs for the group, so I researched different video editing options. Fortunately, I discovered that Windows Movie Maker is included with Windows XP SP2, and so I ramped up on that tool and began making videos, all with no extra costs to the team.
How were your efforts received by management and others?
The reaction to these videos was overwhelmingly positive. To view some of this feedback, please see the Peer Review feedback section of my website.
How can I watch these videos?
Please click any of the hyperlinks below to watch the videos I have created. These videos have been approved by Microsoft for public viewing. All samples have been approved for public viewing.