What does the Help Desk service consist of?

Among the activities that are part of the scope of this service are:

• Guide users on standard operating procedures and best practices for using the functions available in the tool;
• Perform remote deployment of solutions on client servers and workstations;
• Provide communication channels with the 24-hour Service Desk analyst team ;
• Provide information to the client through the tool about the progress of incidents and carry out the classification of those already completed;
• Provide customer support in diagnosing problems and assigning corrective solutions, with a complete vision of the tool's operation;
• Provide information on the mandatory minimum hardware characteristics and requirements through standard documentation, to justify possible acquisitions of servers, workstations and peripherals by customers;
• Send for analysis possible requests for product improvements made by customers usa jobs help desk.

  Evaluate customer satisfaction surveysA great deal of time and resources are invested in preparing satisfaction surveys, determining their frequency of application, how they are distributed, and compiling the results. Therefore your goal should go beyond simply asking if the customer is satisfied. Use the survey to assess the effectiveness of the solutions provided, the courtesy of the agent and allow customers to comment freely. What you do with the data obtained from these surveys may be the most important work to be done with the metrics.

  In a perfect world, all feedback received would be brilliant descriptions of a great support experience. Even if the results of your Service Desk are very good in the surveys, be sure to pay adequate attention to the lowest scores. If an unsatisfactory response is received, review the incident in question and find out about the description of the documented problem, as well as the steps taken to resolve it.
  Take the opportunity to dialogue with clients who provided some type of negative feedback. Think of these responses as opportunities for improvement, rather than just points that ruined your average service desk result. By contacting these customers and discussing their interaction with the service desk, it is possible to identify areas of interest in which training and processes need to be reorganized. More importantly, you are sending a strong message, implying that feedback, both positive and negative, is appreciated and that concerns are taken seriously.
  You should also consider using the survey to help answer one of the most important questions you can ask your customers - "What is important to you?" Even if your organization is not capturing this data in any other way, provide four or five initiatives that are on your organization's IT radar and ask each customer which one is the most important to them.
  Imagine having this type of information when analyzing the IT budget for the next year or to determine the projects to implement and those that will be left aside for a while. Therefore, it is not enough to create a customer satisfaction index for its own sake. Without analyzing and taking action on customer satisfaction survey data, you are simply computing a number.