The Desctiption of the Service Desk

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

The United States Air Force manages a global network supporting over eight hundred thousand users (Gibson & Fair, n.d.). Administering a network on that scale requires an organized approach to providing IT services to a vast customer base. Information Technology (IT) Service Management is the framework and imbedded processes by which an IT organization both manages the services it provides and delivers those services to customers (Drogseth, 2015). The Air Force utilizes the Remedy system to automate Service Management functions for its enterprise network. Remedy provides the various system users with multiple features to streamline and optimize their respective Service Management functions to include the Network Help Desk (United States, 2014). Without

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

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

A logical and well-organized IT worker would be more effective for help desk, which requires a lot of problem solving. Although a worker may be of a certain personality type, that doesn’t mean they are not capable of doing things just as well as someone with a different type of personality.

• Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.

In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).

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).

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

____ 35. An advantage of assigning primary responsibility for user support to the IT department is that all computer activities are combined and users know who to contact about various computer problems.

Unit 12- P2: Explain the impact of organisational policies and procedures on the provision of technical support In this document I will be explaining the impact of organisational policies and procedures on the provision of technical support. In the modern world, IT Support is a major factor which is necessary in order to progress and function properly. In big organisations, tech Support departments work tirelessly every day to provide quick and effective support for users with faults.

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

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

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.