Help Desk Operation: Features for Effective Management and Support

This assignment analyzes two key features of effective help desk management: incident handling and record maintenance. The incident management process includes receiving, prescreening, authenticating, logging, prioritizing, assigning, escalating, resolving, and closing incidents. Prioritization, queue management, and email updates are crucial for client satisfaction. The second feature, maintaining records about incidents, allows for tracking updates, identifying resolutions, and providing reports. This feature also supports innovation, categorization of customers, and informed decision-making by help desk agents. The assignment emphasizes the importance of these features in enhancing client satisfaction and optimizing help desk performance. The document references several academic sources to support its arguments, including articles on service quality, customer satisfaction, and the impact of service management practices.

Running head: Help Desk 1
Managing quality customer services
Help desk

Help Desk 2
Help 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 incidents
Handle 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 after
that 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 categorization
such 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.

Help Desk 3
Maintain the records about the incident
Incident can be categorized as per priority basis. Maintain the records about the incident
are a feature which is very useful of the company to identify the resolution or pending report of
the query of the clients. It is also the feature of incident process management. It involves the
tracking updates about the information. The main aim behind keeping records is to provide a
report when important events occur (Hussain, Nasser & Hussain, 2015). Along with that it can
become the example of history that previously in which manner records were kept and can be the
reason of innovation as well. For resolving the query in an appropriate manner, the requirements
of records are necessary. It would be useful features to categorized the customers and know the
status of query of the clients. With the help of perfect maintained record, agent of help desk
would be able to provide the correct information regarding solutions (Wirtz, Ambtman, Bloemer,
Horváth, Ramaseshan, Van & Kandampully, 2013). Along with that this feature reduces the
size of the database by eradicating the less relevant information. Incident achieves can be found
in case of emergency in the future problem solving situations. It can serve as a resource for data
which will be helpful for analyzing statistics data of help desk performance (Thaichon, Lobo &
Mitsis, 2014).

Help Desk 4
References
Arokiasamy, A. R. A., & Abdullah, A. G. (2013). Service quality and customer satisfaction in
the cellular telecommunication service provider in Malaysia. Researchers World, 4(2), 1.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of
a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42,
167-175.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in
automobile repair services sector. International Journal of Quality & Reliability
Management, 32(3), 250-269.
Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M. S.
(2014). Study the effects of customer service and product quality on customer satisfaction and
loyalty.
Saleem, H., & Raja, N. S. (2014). The impact of service quality on customer satisfaction,
customer loyalty and brand image: Evidence from hotel industry of Pakistan. Middle-East
Journal of Scientific Research, 19(5), 706-711.
Thaichon, P., Lobo, A., & Mitsis, A. (2014). An empirical model of home internet services
quality in Thailand. Asia Pacific Journal of Marketing and Logistics, 26(2), 190-210.

Help Desk 5
Wirtz, J., Den Ambtman, A., Bloemer, J., Horváth, C., Ramaseshan, B., Van De Klundert, J., ...
& Kandampully, J. (2013). Managing brands and customer engagement in online brand
communities. Journal of Service Management, 24(3), 223-244.