Management of Help Desk Operations for Eastern Sunshine Airlines - Desklib

EASTERN
SUNSHINE
AIRLINES
Management of help desk
operations

INTRODUCTION TO THE
ISSUES FACED BY THE ESA
 The help desk of the organization aims at transmitting
the knowledge of the organizational operations to the
clients. The informative approach of the help desk helps
in enhancing the operations that are undertaken by the
service sector enterprises.
 The concerned organization, Eastern Sunshine
Airlines, face challenges due to the rude behaviour of
the agents in the help desk who provided misleading
information that affected the loyalty and trust of the
customers.
 The informative approach of the organization and
enhanced customer relations are supported by the
proper functioning of the help desk executives (Botha &
Leonard, 2012). However, the concerned organization is
facing challenges due to lack of committed agents and
proper knowledge base, which is affecting the activities
that are designed by the organizational management.

IMPORTANCE OF THE
HELP DESK FUNCTIONS
 Help desk functions are important for the organization as
it provides valuable information to the clients as per the
commitments of the business. On the other hand, the
help desk assists the customers in mitigating their issues
and thereby resolving their queries, which helps the
organizations in maintaining a strong and reliable
relationship with the clients.
 Leung (2012) stated that the identification of the
different needs of the customers and the concerns
through the help desk helps the organization in bringing
forth dynamic modifications in the processes.
 The key elements of organizational change are
dependent on the identification of the issues that are
faced by the customers. Therefore, Botha and Leonard
(2012) stated that proficiency of the functions of the
help desk assists the organizations in bringing forth
different modifications.