Eastern Sunshine Airlines Help Desk Management and Improvement Plan

This report addresses the challenges faced by Eastern Sunshine Airlines (ESA) regarding its help desk operations. The report identifies issues such as rude agent behavior and the dissemination of misleading information, which negatively impact customer loyalty and trust. It emphasizes the importance of a well-functioning help desk in providing accurate information and resolving customer queries. The report proposes mitigation strategies, including training and development programs for agents and the development of a comprehensive knowledge base. A detailed revamp plan is presented, outlining goals, actions, and timelines for improving the help desk's performance. The rationale for the revamp is discussed, highlighting the expected improvements in customer relationships, communication, and overall business performance. The conclusion summarizes the key points, emphasizing the role of training, data utilization, and process modifications in enhancing the help desk's effectiveness and contributing to ESA's success. The report references relevant literature and provides a comprehensive overview of the necessary steps to improve customer service and operational efficiency within ESA's help desk.

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.

MITIGATION STRATEGIES
TO THE ORGANIZATION
The different mitigation strategies will be helping the
organization in minimizing the risks and the human related
errors relating to rude behavior with the customers and
the communication of misleading information. The errors
affect the brand image of the business while operating as
per the needs of the customers.
Therefore, the different mitigation strategies that might be
undertaken by the organization are:
 Designing training and development programs in order to
maintain the efficacy of the functions of the agents as per
the needs of the organization to maintain suitable
relations with the customers
 Developing a knowledge base will be helping the
organization in maintaining the efficacy of the agents
while transmitting information to the clients

PROCEDURE FOR REVAMPING
THE SUPPORT SERVICES
Goal Actions Time frame
Training the agents  Designing specific training
programs Scheduling the training
programs Conducting the training
session
7 weeks
Introducing utilization of Big
data and clouds for knowledge
management identifying the prospects of
applying the knowledge
management making the people aware
of the practice training the employees to
use the systems implementing the
knowledge management
systems
4 months

RATIONALE FOR THE
REVAMP
 The revamp will be helping the organization in maintaining
suitable client relationships resulting to enhancement in the
business processes. On the other hand, the proficiency of the
help desk will be helping the organization in facilitating
proper communication with the clients for maintaining the
proficiency of the services.
 The revamp will be changing the attitude of the agents
through proper training and manage knowledge, which will
be preventing the outflow of misleading information affecting
the interests of the client base.
 The revamp will be helping the organization in undertaking a
total modification in the processes of the customer support
units resulting to the enhanced business performance.
 On the other hand, the feedback system, which is related to
the help desk service, will be helping the organization in
undertaking different changes in the future for the
enhancement in the operations.

CONCLUSION
 Therefore, from the above plan it can be stated that the issues
relating to misleading information and rude behavior of the
help desk agents of the concerned organization might be
resolved through utilization of Big Data and suitable training
programs for the employees.
 The proper functioning of the help desk of the business
clearly helps in maintaining the efficacy of the systems of the
organization. The key changes in the organizational context
are based on the proper functioning of the customer support
management systems of the business.
 Therefore, modifications in the help desk management styles
of the organization and the manner in which they synchronize
and work on data has helped in maintaining the efficacy of the
business processes. The presentation clearly witnesses the
different aspects through which the smooth operations of the
business processes can be facilitated through modifying the
manner in which the agents behave with the customers.

REFERENCES
Botha, R., & Leonard, A. (2012, July).
Organizational issues and its impact on the
performance of service desk staff members in
providing quality service. In Technology
Management for Emerging Technologies
(PICMET), 2012 Proceedings of
PICMET'12: (pp. 3131-3139). IEEE.
Leung, N. (2012). A re-distributed knowledge
management framework in help desk.
In Organizational Learning and Knowledge:
Concepts, Methodologies, Tools and
Applications(pp. 771-778). IGI Global.