Effective Help Desk Management: Standards and Solutions Report

This report provides an analysis of help desk management, focusing on the principles of good and efficient management in relation to help desk operations. It emphasizes the importance of effective customer communication, including proactive approaches and building customer loyalty, as well as the need for in-depth product knowledge among help desk staff. The report outlines key steps for improving support services, such as greeting customers, understanding their issues, diagnosing problems, and implementing effective resolution processes. It also discusses the role of senior managers in setting standards and improving support services. The report concludes that efficient managerial service enhances organizational profitability and productivity by building strong relationships with service providers and customers. Several references are provided to support the findings.

SUPPORT STANDARDS
AND SOLUTION

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Define good and efficient management in relation to help desk.............................................1
2. Description on steps is to be taken to improve support service by appointing senior
managers.....................................................................................................................................2
CONCLUSION................................................................................................................................3
REFERENCES ...............................................................................................................................4

INTRODUCTION
The organisation should work with efficient process of managerial activities. The overall
performance of firm is largely dependent on good and effective management system. In entity
there are lots of issues due to which growth of firm get hampered. There can be many conflicts
like customer communication, knowledge in relation to product, the working hours of help desk,
call waiting time, problem resolution and channel call distribution etc. This are the various
problem due to which there is downfall in profitability of firm (Jeffery and et.al., 2017). In this
present report such activities are need to be considered so that performance of business can be
improvised. In addition to this the senior manager is to be appointed to take initiative in relation
to improve support service and set standards in relation to maintain managerial relation.
MAIN BODY
1. Define good and efficient management in relation to help desk.
To improve help desk service to customer there should be effective approach of good and
efficient management.
The help desk operation need to be in this process are as-
1. The greeting
2. Venting process.
3. Shoot particular trouble (Derby and et.al., 2017).
4. Such issue should be diagnosed effectively
5. Resolution process must be taken.
6. The execution and implementation process is need to be taken.
7. The nice Goodbye.
Two methods of effective management of help desk operation need to be given are as-
1. Good communication with customer- This should be in proactive manner. With the help
of this there can be improvement in relation to customer lifetime value. By developing
loyalty of customer the company can bring betterment in their services (Shan and Yan,
2017.). If customer are having trust on the services provide by person of help desk
operation than they will reward you with their business. It can be improve on the basis of
good communication with them. They should develop good sense of honesty and
experience so that every one client can trust the services provided by them. Barrier to
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effective communication bring inefficient performance due to this firm can have downfall
in their activities.
2. Depth knowledge of product- It is a kind of essential element. Every customer need to
have idea about the commodity they are going to buy. It is a kind of good sale skill. The
feature of product need to be understand so that customer can know how it is to be use
and what effects this kind of good can have. With help of this service provider of
commodity can work in manner to develop trust within consumer. It is very helpful in
following kind of activities like strengthen communication skill, enhancing enthusiasm of
customer, confidence can easily grow and service provide help in manner to give satisfied
assistance in overcoming objection (Chagnon, Trapp and Djamasbi, 2017.). To have this
kind of facility the effective training is need to be given so that firm can earn productivity
and profitability.
CONCLUSION
From the above report it has been concluded that efficient managerial service work in
manner to increase profitability and productivity in organisation. The trust of customer build
strong relation with service provider. This report has focused on various effective measure which
need to be improvised in areas like communication, product knowledge, solution to problem and
many others. In addition to this improvement in support services and various measure in relation
this also described efficiently.
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REFERENCES
Journal & Book
Bivens, A. and Ramasamy, H., 2017. Preface: Cognitive and Contextual Analytics for IT
Services. IBM Journal of Research and Development. 61(1). pp.0-1.
Chagnon, C.J., Trapp, A.C. and Djamasbi, S., 2017. Creating a Decision Support System for
Service Classification and Assignment through Optimization.
Bonucchi, D., 2017. Multi-professional, controlled and efficient: the management model for
vascular access of the future in Italy. The journal of vascular access. 18(1). pp.e8-e8.
Shan, S. and Yan, Q., 2017. The Emergency Response Decision Support System Framework.
In Emergency Response Decision Support System (pp. 11-28). Springer Singapore.
Hermans, E., 2017. Academic Libraries Meet Research Data Management: A Case Study of the
University of Ghent’s Central Library’s Practices. Читалиште. 16(30). pp.4-12.
Jeffery, M and et.al., 2017. Outsourcing at Office Supply Inc. Kellogg School of Management
Cases, pp.1-19.
Derby, R and et.al., 2017. Reliability and Safety of Contra-Lateral Oblique View for Interlaminar
Epidural Needle Placement. Pain physician. 20(1). pp.E65-E73.
Online
Principles of Effective Help Desk Management, 2017. [Online] Available through:
<https://www.continuum.net/blog/5-principles-of-effective-help-desk-management>.
[Accessed on 21st September 2017].
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