Dealing With The Problem As A Helpdesk Manager / Service Centre Manager

Depending on which service user I am attending to. There is one service user that can hit out when you are trying to help him, if he is trying to tell you something and you don’t

* Suitable support for staff and managers handling difficult customers in line with company procedures, such as case conferences or guidance.

In the problem analysis phase of effective decision making, group members should recognize any obstacle that may arise that needs to be improved or changed and determine the characteristics, magnitude, and possible cause(s) of that obstacle confronting them. This phase lays the groundwork for what the group should be prepared for as they work together (Hirokawa & Salazar, 1999 p. 170).After analyzing the problem, the group should then discuss and establish goals and objectives in order to generate proposed solutions of

Assessment of Problem: Clearly describe the problem in your work unit and your plan to solve the problem.

A description of how the issue or area of public concern has affected service provision and methods of working

Define the Problem: Describe the type of case and what problem(s) or issue(s) should be the focus for

Addressing problems means more than quick fixes; it means dealing with conditions that create problems.

In the end it will also provide with some recommendations and ideas that how it can be resolved.

The decision making process can also be divided into seven steps, where the first step will basically involve defining the problem. These steps allow for the main issue to be identified, and therefore the manager should make sure that it has been done correctly. After the problem identification stage, we can move forward and identify the limiting factors, and in this the manager should make use of all resources available to do it the best way. Some of the resources include information, time, personnel, equipment and supplies. Using this, managers can be able to identify the factors that might hinder them from achieving their goals.

First, under this step managers must recognize that a decision is needed and identify the problem to be solved. A problem is typically a difference between the actual situation and what is desired. However, managers often act without understanding the problem to be solved or define the problem in terms of a proposed solution or in terms of its symptoms. For example, in response to employee complaints about salaries being too low (a symptom), managers might define the problem as a comparison of salaries to industry averages (SagePub, 2008). However, the true problem could be that the total compensation package, including benefits, does not suit the demographic characteristics of the firm’s employees.

Service Level - The IT department needs to service the organization in terms of help desk and design and implementation of applications and technologies.

Moreover, there will be trained staffs to service customers who need advice or assistance. Therefore, consumers are able to self-serve when shopping for office supplies and seek for advices when required.

First step in decision making process is identifying the problems. As McShane and Von Glinow (2000) stated, a problem can be

Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software.

The extremely competitive nature of the financial services industry today and the changing landscape of customer expectations and their approach to investing in financial products, puts an onus on suppliers to consider how well they are dealing with new and existing customers’ business transactions. Much is written about the frontline call centre operations, but this report focuses on the back office activities, the operational area where complex applications