Features of Effective Management of Help Desk

This article discusses the key features of effective help desk management, including the establishment of mutual gaze and verbal greeting. It also explores strategies to strengthen the durability of help desk. References are provided for further reading.

Running head: CUSTOMER SUPPORT MANAGEMENT
Customer Support Management
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Question1- Features of effective management of help desk
Launching a strong platform of interaction is one of the most significant aspects of
strengthening social relationship. There lies the significance of help desk, which is an extremely
significant factors in the institutional setting. According to Cook (2017) help desk is one of the
most significant resources, aims to serve relevant information to the users with the assistance of
strong technological platform. The fundamental aim of helpdesk is to mitigate the challenges of
troubleshoot and provide effective guidance to the users regarding the products or services of an
organization. Mortensen & Hazel (2014) discussed that therefore, it is imperative to maintain the
helpdesk appropriately in order to strengthen its durability. There are certain features, which
need to be considered in order to manage the help desk in an effective manner. Establishment of
mutual gaze is one of the key features of effective helpdesk management. As helpdesk is not an
organization, it cannot be accessed through a wide entrance area. This create certain challenges
for the staff members to monitor the helpdesk in an appropriate manner. There lies the
significance of mutual gaze.
With the assistance of this strategy, a strong connection in between the users and the staff
members can be maintained which is the key of amplifying the durability of help-desk. Through
this method, the students can communicate directly with that of the staff members and thereby
explore all the relevant information. As discussed by Daugherty, Bolumole & Grawe, (2018)
mutual gaze also plays a very important role in combining relevant resources for exploring and
assessing the requirements of the student. Proximity and walking pace are some of the major
resources, which can be integrated in the mutual gaze, which is highly required for maintaining
healthy relationship with the students.

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It is imperative to strengthen the availability of helpdesk in order to generate motivation
among the users. Therefore, verbal greeting is a critical way to improve the accountability of
helpdesk. This deals with fine interaction with the fine interaction with the participants. The
method of verbal greeting can be implemented at the time, when, the users are already attached
with the platform. Lam & Mayer (2014) observed that this is the way, through which the staff
members can ensure their availability. This availability of the staff members plays a significant
role in enabling the users to be more inclined with the help desk. This can have a firm impact on
generating motivation among them. With the assistance of first greeting, the staff members can
ratify their availability in the counter. Through this way, the information request of the staffs can
be handled in a systematic manner. This verbal greeting is the critical factor in attracting the
users, which is highly required for providing effective information to them (Mortensen & Hazel
2014). This verbal greeting plays a very important role in the way of strengthening the mental
connectivity of the users with that of the help desk, which is the key of serving them with
relevant information and thus enable them to be much more attached with the help desk.

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Reference List:
Cook, S. (2017). Measuring customer service effectiveness. Routledge..
Daugherty, P. J., Bolumole, Y., & Grawe, S. J. (2018). The new age of customer impatience: An
agenda for reawakening logistics customer service research. International Journal of
Physical Distribution & Logistics Management, 9(3). 97-125
Lam, C. F., & Mayer, D. M. (2014). When do employees speak up for their customers? A model
of voice in a customer service context. Personnel Psychology, 67(3), 637-666.
Mortensen, K., & Hazel, S. (2014). Moving into interaction—Social practices for initiating
encounters at a help desk. Journal of Pragmatics, 62, 46-67.