Itm301 Help Desk Case Study

Trident University
Module 2 SLP
ITM301

The first best practice is to set very clear, realistic and quantify able goals. The reason why this best practice should be in place is to ensure that the purpose for setting up a help desk is supported. When clear goals are set then goals related to retention of customers, ensuring customer satisfaction, identification of business opportunities, and identifying training requirements are achieved. If, the help desk employee knows exactly what is expected from help desk, the persons who are selected are such that they have the skills required for the help desk position. Setting clear goals is important for increasing customer satisfaction. The objectives
The competence of the applicants should be carefully evaluated during the hiring process. It is important to evaluate the technical skills and the communication skills in offering required support. The interviewing technique that works best is behavioral interviewing. In case of behavioral interviewing, the past behavior of the applicant is evaluated. If the past experiences of the applicant show considerable evidence of good communication skills then the person is selected. If the most competent people are selected then the firm can have expectations of high service quality from them. The help desk manager can expect high problem resolution expectations and keep the help desk within the available budget. Also if a competent person is selected the number of customers being supported will also go high, the duration of resolution time, and the credibility of the help desk will improve. If he most competent people are hired the service level agreements will include challenging objectives. These can be in the form of volumes of calls and queries received. If the hires are competent the resolution time will also be low for each type of problem. My experience with the help desk for a computer is that a competent person resolves the problem to the satisfaction of the customer. Certain functions were not working on my computer the help desk resolved it within seven
For example, the desk manager should understand if the desk is supporting knowledge workers or process workers. Usually the knowledge workers have to be supported with accurate answers and root cause analysis. On the other hand, process workers have to solve redundant request that usually have simple answers. Once the desk manager identifies the type of personnel that have to be addressed, he helps hiring persons with the right skill sets. If a person is hiring for a proprietary product it may be difficult to hire a person with some experience with the product but it is better to search for and hire a person who has some exposure to the product. The person can be cross-trained so that she performs well but getting a person who has exposure to the same product or a very similar product is very important. A part of satisfying the customer is the development of the attitude required to make the customer happy. That attitude has to be developed with the help desk personnel. My experience with the help desk of the information technology in my company is poor. Once, the IT department had zipped some important files. When I asked them to unzip them they could not. It took four days of complaining before I got my files