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Managing Quality Customer Services Assignment

Elaborate on two features of good/efficient management of a help desk from Chapter 6 and prepare a short presentation for senior management and help desk team leaders.

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Added on  2020-03-23

Managing Quality Customer Services Assignment

Elaborate on two features of good/efficient management of a help desk from Chapter 6 and prepare a short presentation for senior management and help desk team leaders.

   Added on 2020-03-23

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Running head: Help Desk 1Managing quality customer services Help desk
Managing Quality Customer Services Assignment_1
Help Desk 2Help desk is a particular point which provides technical support for users in case of requirements. The main aim of help desk is to provide the satisfactory response to the client in the context of resolving the questions. Help desk has various names such as hotline, user support,client services, and information centre and support consultant. The structure of help desk is designed with multilevel support model which aims to support staff and services into various levels. There are so many features of help desk (Izogo & Ogba, 2015). Two main features are described below:Handle problems incidentsHandle problems incident is the feature of incident management process which is followed by help des to resolve the issues of clients. In the context of handling, incident process follows some steps such as receive the incident, prescreen the incident, authenticate the user, log the incident, prioritize and assign the incident, escalate the incident, resolve the incident and afterthat in last close the incident. It is the feature which facilitates help desk to move ahead step by step (Arokiasamy & Abdullah, 2013). There can be so many problems which have categorizationsuch as urgent high priority, medium priority and low priority; it is the feature which allows supporter to distinguish incidents as per priority. Queue management is also a part of this management because it is the waiting line which distinguishes the customers as per their query such as types of products, levels of support and different products (Goetsch & Davis, 2014). Help desk with the help of incident management can resolve the queries of clients as per priority and in case of urgency or escalations, the agent of help desk can leave the e-mail to the client about the status of the query.
Managing Quality Customer Services Assignment_2

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