University Customer Service and Satisfaction Report Analysis

This report examines the critical elements of effective help desk and service desk management to enhance customer service and satisfaction. It emphasizes the importance of auditing existing practices within organizations to identify areas for improvement, referencing ITIL principles for incident and change management. The report also highlights the benefits of self-service solutions, such as cost-effectiveness and 24/7 availability, while cautioning against potential risks. The analysis underscores how these strategies can improve customer relationships and optimize IT service provisions. The report includes references to academic sources that support the concepts presented.

Running head: CUSTOMER SERVICE AND SATISFACTION
Customer Service and Satisfaction
Name of the Student
Name of the University
Author note

1
CUSTOMER SERVICE AND SATISFACTION
Question 1
Effective help desk or service desk management is a fundamental part of providing good
customer service and maintaining a good customer relationship. With this as a reason, there are
serious necessities of bettering the performance provided by help desks or service desks and their
proper management. It would assist managers in acquiring unified internal and external
performance benefits. The idea is of taking small steps towards improving service in place of
simply commencing from the start and then largely investing in the dynamic method. Though,
associations with consumers face problems at the time of taking small steps, as that makes the
organization become more determined on the incorporation and change rather than on the
eventual advantage - providing of customers with the best customer service and having the best
form of relationship with them (Lucio-Nieto et al. 2012). Two most efficient aspects of a good
help desk or service management are discussed below:
Auditing of existing practices
Before taking responsibility of any form of improvement undertakings, there is the
necessity of inspecting what is already being carried out within the business that are associated
with the provision of support inside the sections of help desk or service desk, clients and other
departments of the organization. Characteristically, it might occur that there exists already some
teams and departments that are taking up the responsibility of activities that are similar to this
and there are probabilities that some of the major practices are already situated in place within
the organization that can be further progressed and accepted elsewhere (Jäntti, Cater-Steel &
Shrestha, 2012). Like for example, inside any software company and their internal IT support,
principles of IT infrastructure library (ITIL) are already adopted, extracting form which the
customer care team could benefit in a straightforward manner from the ITIL method for

2
CUSTOMER SERVICE AND SATISFACTION
incidents, issues, release and change management in varied areas like tracking product
improvement, implementing and tracking those new products in the market for the customers
(Tang & Todo, 2013). Audits of the service level management by dint of service establishment
that is offered by the help desk or the service desk and aligning of the IT provisions carefully
with the broader needs of the business would also support.
Consideration of self service solutions
Self service solutions are considered by many as being the best solution if they are
properly used inside the organization. They contain the capability of being tremendously
profitable. The even present the profits of presenting functioning out-of-hours coverage that
allows any concern the opportunity of being in attention for being measured to be handled on a
precedence basis the consequent day. In many situations, the knowledge bases could be
recovered by the end user for resolving their own issues. Looking from the standpoint of help
desk or service desk management, these forms of coverage could be evidenced as being
tremendously cost-effective, symptomatically taking away one third of the calls in the direction
of the first line help desk or service desk – particularly in areas such as call updates and status
checking. This situation has a definite and straight influence on recruitment and staffing levels,
discharging workforces in more creative areas within concern resolution. In terms of this
discussion, at a lower level, self-service can act as being the most effective solution. It is
extremely vital that situational risks like when the end users self-administer tremendously
technical resolutions are avoided (Kokkinou & Cranage, 2013).

3
CUSTOMER SERVICE AND SATISFACTION
References
Jäntti, M., Cater-Steel, A., & Shrestha, A. (2012). Towards an improved it service desk system
and processes: a case study. International Journal on Advances in Systems and
Measurements, 5(3 & 4), 203-215.
Kokkinou, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer
waiting times. International Journal of Hospitality Management, 33, 435-445.
Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S., & Amescua-Seco, A. (2012).
Implementing an IT service information management framework: The case of
COTEMAR. International Journal of Information Management, 32(6), 589-594.
Tang, X., & Todo, Y. (2013). A Study of Service Desk Setup in Implementing IT Service
Management in Enterprises.