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IT Help Desk Support

IT help desk support is intended to provide end user with information and support as per their query or related to a particular company's or institution's products and services.

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IT Help Desk Support

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  1. IT Help DeskSupport

  2. Objectives • About help desks and typical help deskorganisation • Who Should use HelpDesk • Elements for Help desksupport • What Help desk support must include • Hierarchy of HelpDesk • Flow of Help Desk • Positioning of HelpDesk • Help desk trend • Conclusion

  3. About HelpDeskSupport Help Desk is a single point of contact for end user support Components of a Successful HelpDesk Services A help desk is intended to provide end user with information and support as per their query or related to a particulat company's or institution's products andservices.

  4. Elements for Help DeskSupport • Four main component of Help Desk supportare: • Process • Technology • Information • People • Effiencient Help supportrequires: • 24/7 help desk supportavailablity • Featured Phone System • Professional staffed helpdesk • All raised ticketinformation ●

  5. WhoShoulduseHelpDeskService • Companies that provide IT network ManagementServices. • The organization who want to provide instant solution to their customers.

  6. What HelpDeskSupportMustInclude • Notification Management • Service Provider • Automatic taskidentification • Secured remote access • Supervisor • Efficient Cost • Great userExperience • Facility to assign, track and escale issues • Secure client InformationAccess

  7. Hierarchy of HelpDesk (Level ofUsers) • Customer’s • The users seeking solution, enters the problem or searches solution for a particularproblem • Agent • Person who attends calls/mails of customers and logs complaints on behalf of customers. Searches solution from FAQ & provides instant solution • Coordinato • Person whor categorizes the problem and assigns it to a specialist also updates complaintstatus • Specialist • Specialized person with ultimate responsibility for providing solution to customer. He updates the library of FAQ’s & solutions.

  8. Flow of Help Desk (Movement ofProblem) Provides Solution Customer’s Problem Solved /unsolved Specialist Logs Complaint Distributes complaint Complaint through Phone/ mail Sendsback Coordinator LogsComplain forCustomers Agent

  9. Positioning of the IT HelpDesk Within anOrganisation

  10. For medium to large sized organisation, 2-3 help desk supporters are requires which are managed by the helpdesksupervisors. The user services manager will report to the IT director. All enquiries, fault reporting and requests for service directed at the IT department are channelled through the helpdesk. • While only one help desk is shown in the typical organisation, in many cases an organisation may have several help desks, each designed to service a separate category of customer or to service a distinct range of products and services or to service a geographicarea.

  11. TrendofHelpDeskSupport • 24 x 7 Service: In a world where instant access is no longer vovel, customers will simply not wait till 8.00 AM to reach technical support. SO to delight your customer you have to provide a 24/7 cusomerservice. • Users Still Prefers Phone Based Support: According to the recentresearchcustomer still prefers phine based phone support.

  12. TrendofHelpDeskSupport Cloud Computing: Now more and more companies see cloud computing as the best solution.

  13. TrendofHelpDeskSupport New Software applications for help desk support are being developed that provides and easier user interface for both the help desk operator and theirclients.

  14. Conclusion Customer delight is the most important key for having a successful business. Coming up with a product that amazes everybody is important but what is important is to provide best service to those who buy it, a support level that ensures customerdelight.

  15. Thank You!! Flightcase IT Services Pvt. Ltd. For more details: Email - info@fltcase.com Phone No. - (817) 350-6011

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