Honey Rims Case

In this report shall be investigating the different tools and techniques used for technical support. This will be aimed at the help desk solutions for both system and software. I shall be discussing network monitoring tools, remote desktop/assistance, command line tools and control panel utilities.

As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers

Demand – Customers are loyal and identify with the HD brand. Currently demand outmatches supply, so HD is considering whether to raise prices or expand capacity via various options.

The support technicians at the call center can access this DSS and it will provide instant solutions to reoccurring problems and problems that are more complex. Currently, when customers call for support the technicians have to troubleshoot from experience or can escalate the problem to the call center lead or the support center manager to help resolve the issue. This process in inefficient, because the lead and the manager can only handle one call each. Realizing that the support center has ten support technicians and only two people, the lead and the manger, with expert knowledge, the owner wanted to find a way to have a computer based solution system that everyone could access to resolve customer technical issues. A DSS is the solution to this problem.

Support services are the services a company gives the customer after they have purchased a product. These services are based off of the wants and needs of the customer and must evolve in order to be a part of the competition (Kotler & Keller, 2016). It is important for a company to pay attention to the wants and needs of the customers as those are the criteria they use to make purchasing decisions. Customers usually have three criteria they worry about when considering product support; reliability or failure frequency, downtime, and extra costs (Kotler & Keller, 2016).

This project will create three new call centers at the with the NASA agency to accept customer calls. This call center will support all 14 of NASA’s site. Call center agents will assist customers with tier 0 problems. If customers cannot be properly assisted the call center agents will into a ticket and route the tickets to the appropriate sites. The call center will handle all customer issues from computer problems to human resources questions. This is a well-organized approach for the managing of customer

The Business I am consulting for is Covenant health and their Information technology department. I will be concentrating on the help desk section within the IT department. Covenant Health a healthcare organization that employees over 12 thousand employees across 5 hospitals 10 clinics and a corporate office. The IT department is broken down into certain program and application sections as well as a help desk that is the first line of help for the end user to resolved any issues they may be having while using any of the applications when trying to treat patients. The information technology section is of high importance because it keeps patient data secure as well as keeping the Doctors and nurses on task when it comes to treating

Finally, the group invested heavily in 1994 in Office Machines Dealership (OMD) a commercial systems designed to support the administrative information system at Bandon Group. This system is dated and a solution is required to overcome the current limitations of the system and allow for the seamless flow of information in and out of the system.

Identify the level and types of IT support needed for the type of devices and applications provided by the organization.

Customer relationship management systems help services representatives to improve customer services and to support clients. Service representatives use call center and help desk software to satisfy clients. Call center software transfer customer calls to agents based on the kind of service the customer need and the agents experience in the subject. When customers have any problem or are insure about a service or product, representative uses help desk software to give clients the needed data.

It also can integrate with ERP system, Google apps, telephony, Chat tool and Pay Pal. Suite CRM scales to thousands of users. Besides, it is able to backup and recovery. Cloud backup technology is using in order to back up everyday data and application. Regular disaster exercises had been done to ensure it can restore the data. However, the advantages of Fresh desk is allows users to automate and monitor necessary workflows in IT. Its Google Apps plug in offer additional services without change any touch points. Besides, it is a smooth process to transition to Fresh desk and start working on it. Customers can access their ticket status and ticket history, and give ratings by using this app. The software also offers the basic metrics to help them get insight on the effectiveness of help desk processes. Fresh desk is a better choice than handling support through email. The app keeps responses from customers together and offers useful features for sharing support responsibilities with other agents. It helps to provide a coordinated response to customer questions, general feedback, and queries for product information. Both agents praise that Fresh desk is user friendly. The customer portal is simple and uncluttered, and easy for customers to give feedback about the issue that they

Technology has been integral to the development of society. From the invention of the first telephone to the invention of the iPhone X, humanity has relied heavily on the existence of technology in all aspects to benefit all of society. Technology is prevalent and with the number of devices floating around the atmosphere, it’s not uncommon to run into people who are unfamiliar with a certain type of technology. It’s also normal to see people who work with technology on a daily basis running into problems with their devices. In a field that’s changing rapidly, situations like these are bound to arise. Fortunately, for those confused individuals that can’t necessarily figure out why their computer isn’t working, there’s a thing called Help Desk support. Help Desk support is a place that the user can contact to help resolve issues that they run into with their devices or any form of technology they’re working with. Nearly every company one can find that deals with technology has a help desk because there’s so many devices out there, each with their own configuration. There are different forms of help desk support and each of them come with their own benefits and drawbacks.

In COPC’s view, the main responsibilities of IT Service Desk can be described in various parts. The first part is accept customer request (via telephone, e-mail, fax and etc.). The second part is record and track incident and users’ feedback. The third part is update users the current status and progress about their request in a timely manner. The next part is primarily evaluating users’ request according to the Service Level Agreement, try to resolve it or assign to the related persons. Monitor the implementation of policies according to the Service Level Agreement, propose to revise policies if necessary. Manage the life-cycle of each service request. Communicate with users if Service Level Agree is adjusted. Coordinate 2nd tier and 3rd tier support team. Provide management related information and suggestion, improve service quality. Discover the problem in IT Service operation from users’ feedback. Discover users’ requirement of training and education. Terminate incident and confirm resolution with users.

Basic information will be given about BMC Service Desk Express, its structure, functionality and purpose. It will be proved that implementing of problem management is

The main difficulty arises for updating the maintenance database. It must be updated periodically. So that if any critical problem comes in the future then maintenance person can take the help of updated database for finding out the solution. Here maintenance person should be internet savvy so that he can update the maintenance database.