If you are the head of an IT department, you will know that a Help Desk Service is the point of contact between your company and end users, in addition to responding in a fast, timely and efficient way when solving network or support problems in your company. , how:
- A slow connection
- Bad settings
- Users consuming too much bandwidth
- Malicious viruses
So the process may be familiar to you, but how does it really work in your daily operation?
In this article we will talk about the operation methodology in an external help desk from the moment of the first contact with the user, their work process and the tools they use to provide adequate support.
Characteristics of an outsourced Help Desk
help desk jobsBefore talking about how it operates, we will first share the most representative characteristics of a service of this type:
1. User calls are sent to a single point of contact
By having several channels (telephone, chat, email and web portal) it is necessary for the provider to have a system that allows him to organize and unify service tickets so that all go to the help desk and are assigned to an agent.
This will prevent orders from being left out and having a record that provides better control and management of each report.
2. Tickets are attended by trained and specialized agents
The analyst assigned to deal with the client's specific case has the skills, knowledge, and abilities necessary to provide efficient care.
In addition to providing solutions to the problem, you must identify the possible consequences of each action to obtain total user satisfaction, which is the main objective of how a help desk works.
Our agents have system certifications, ITIL methodology, windows and customer service, depending on their area of expertise.
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