Customer Support and Help Desk Management: Key Features Analysis

This report delves into the critical aspects of effective help desk management, focusing on two key features: effective communication and on-time service. The report emphasizes the importance of maintaining open communication with clients, providing regular updates on issue resolution, and ensuring that both the user and the staff are aware of the status of the problem. It also stresses the need for continuous communication within the help desk team to facilitate seamless issue handling. Furthermore, the report highlights the significance of providing timely service, acknowledging the impact of response time on customer satisfaction and the need for 24/7 support through various channels, including ticketing systems and self-service options. The analysis underscores that the efficient and responsive nature of a help desk is vital for promoting consumer satisfaction and reducing customer anxiety.

Running head: CUSTOMER SUPPORT
Customer Support
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The importance of effective help desk management in offering quality assured customer
service to the consumers of an organization can never be overstated. There is no gain sating the
fact, that the help desk service is the face of the organization, the first thing the customers may
experience while availing service from the company. The quality of customer service is typically
judged by the efficiency exhibited by the help desk managers, in resolving the queries of the
employees, and hence deserves proper management attention. Accordingly, it may be important
to critically discuss any two distinguishable features of an efficient help desk management
service.
First of all, effective and continuous communication with the client is a must. It is highly
important to maintain open communication with the client, and the client should keep on getting
updates regarding the status of his queries, unless the problem gets resolved. The user as well as
the staff both should be aware of the status of the problem or issue, even if the issue is yet to be
resolved. In case, the issue has been halted for some time temporarily, the issue should be
communicated to other staffs that might have to take charge of the problem later (Beisse, 2014).
There should be a continuous chain of communication amongst the help desk staffs, so that in
case new staffs needs to intrude, he may easily jump in and know easily where the previous
staffer has left off. The staffs should be technologically trained so that they can keep on updating
the consumers about the progress of the issue through auto-response emails, and automatic ticket
escalation procedures.
The second most important feature that characterizes effective help desk management
service is offering on-time service guarantee. The customers can encounter problems during
anytime of the day, and they would never like to wait for an hour to get their queries solved for a
long period of time. The longer a customer has to wait for resolution, the faster is the company

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likely to lose its customer. Further, the time zone differences can also breed anxiety and
dissatisfaction of the consumer. Hence, the staffs must be trained well so that they do not keep
their client stay hung for a long time, and in case of one client, being busy, the customer inquiry
should immediately be transferred to the next staff. It is also recommended that each time a tech
works on a ticket, the time should be entered right away, as this will help in eliminating
employee efficiency. The support system should be available 24*7, and many companies have
introduced the ticketing system with varied self-service options meant to provide a 24/7 solution
for the customers (Conger, 2015). Thus, the improved health desk response time is essentially an
important feature characterizing a good and efficient help desk management process. With the
expansion of the company, the channels of responding to consumers will also increase, and yet
that does not mean consumer response time should suffer.
Thus, delivering comprehensive solutions to the customers and keeping him updated
about the status of his query, as well as improving turnaround time, help in promoting consumer
satisfaction, and eliminate customer anxiety and frustration.

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Reference List:
Beisse, F. (2014). A guide to computer user support for help desk and support specialists. Nelson
Education.
Conger, S. (2015). Six sigma and business process management. In Handbook on Business
Process Management 1 (pp. 127-146). Springer Berlin Heidelberg.