Help Desk Management:
The function of the Help Desk is to provide users with a single point of contact through which their needs regarding the use of resources and services of technological platforms are resolved and / or channeled, always according to a standard adopted by the company. Among the objectives of a help desk are:
- Answer all received calls.
- Solve a high percentage online.
- Online monitoring of derived cases.
- Reduce recurring calls over time.
Definition:
The Help and Support Desk is a work team, a point of contact between the users of the company and the standard technologies adopted by it, and whose main objective will be to respond in a timely, efficient and high-quality manner to requests that said users carry out, in relation to the various aspects of Information Technology.
Scope:
The scope of a Help Desk is very wide. Some of the categories in which we could group its various functions are the following:
- Services
- Attention of Reports
- Use Policies
- Training
- recommendations
- Advertisements
- Publications
More info: service desk job description
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