The Types Of Support That An End User May Require

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

Case Study Assignment KL Worldwide Enterprises Inc.: Putting Information Technology to Work Submitted by Mark Lemoine September 14th, 2012

An advocate is a person that is used to give others a voice which then voices their opinions, concerns, etc. The advocates will develop a positive relationship with the others involved and furthermore gain their trust so they are more likely to communicate their opinion. Locating an advocate can be easy, in

• Technical support – For all aspect of IT emergency problems. They can restore the entire system or individual aspects or elements.

• 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).

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 would apply to not only the products themselves but also the support given by their technical staff.

____ 36. A disadvantage of organizing user support under the IT department is that IT staff often have priorities other than user support that they feel are more important. ____ 37. The outsourcing method of support may be combined with an in-house support function in some organizations. ____ 38. Support staff in a help desk may perform a product marketing and sales function. ____ 39. Since computer products change constantly, user support staff are not expected to evaluate new products for end users. ____ 40. User support staff recommend computer products to end users based primarily on each user’s personal product preferences. ____ 41. Help desks that solve problems for end users rarely get complaints about the features of computer products. ____ 42. Product support standards are useful because it is impossible for an organization to support every possible hardware and software configuration. ____ 43. Setting product standards reduces the cost to support computer products. ____ 44. The purpose of computer product standards is to make the widest possible array of products available to workers in an organization. ____ 45. User support staff often have more resources,

In this case study “Kerr Deliveries” is a service oriented organization. They are doing courier service. The purpose of this case study is to solve the problem as an IT expert. Without information technology it is really difficult to develop the business. This modern era is about globalization. Company should adopt different system for their business to stay safe in the right track. Robert Kerr is a successful delivery company based on NSW since 1995. I am working as his assistant. In this report i will recommend which computer to buy for the

Advantages – Currently, the costs incurred by IT are within the 1.5 of sales target. The help desk has been outsourced and this is working well. Outside consults have been used in the

The help desk is part of the group assigned to Doug Smith, the manager of office automation. The help desk has produced very low quality work for the past several months. Smith has access to the passwords for each of the help desk members’ computer accounts. He instructs the help desk supervisor to go into each hard drive after hours and obtain a sample document to check for quality control for each pool member.

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.

git is a versioning system, like svn but better. It allows you to work offline, committing changes to a local "clone" of the repository, and then pushing them to the remote repository when you get back to wifi.

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.