Wombatphone: Help Desk Management and Support Services Report

This report delves into the critical aspects of efficient help desk management, emphasizing the significance of IT skills and an excellent reporting system. It highlights the need for help desk agents to possess strong IT proficiency, including operating systems, hardware, software, web, internet, and network expertise. The report underscores the importance of a robust reporting system for tracking customer inquiries and facilitating effective communication. Furthermore, it presents a case study involving Wombatphone Mobile Phone Company, advocating for improvements in support services through agent retraining and enhanced communication skills. The report emphasizes the impact of call wait times and problem-solving abilities on customer satisfaction and overall business success, supported by references to relevant literature.

Running Head: CUSTOMER SUPPORT MANAGEMENT
Customer Support Management
Name of Student:
Academic Affiliation:
Date:

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Question 1
Elaboration of two features in the efficient/good management of a help desk
Introduction
A helpdesk refers on an organization which provides for a ‘single point of contact” for all users
who are need or who require technical support (Beisse, 2015). A help desk is aimed at enhancing
client satisfaction through efficiently and effectively resolving any pertinent questions and
problems. That apart, it is important to note that another one of the primary focus of a help desk
is actually to serve its customers and also collect the contacts of their customers.
One of the significant features that are required in the effective or good management of a
help desk is good information technology (IT) skills. This implies that help desk agents must
therefore be well conversant with not only operating systems, hardware, and application
software. That apart, in order to ensure the effective management of any helpdesk, then it is
prudent to ensure that help desk agents not only have web and internet expertise but they also
have the relevant network experience and skills that can enable them to effectively deal with
customers in the organization (Williams et al, 2016). That apart, a comprehension of the
information systems as well as the business perspectives will greatly enable people at the help
desk to deliver efficient or good services to all the stakeholders in their respective organizations.
An Excellent Reporting System
This is also of the significant or key features in the efficient or good management of a
help desk. This is quite true since the reporting system is actually one of the excellent features
which are attributed to the help desk (Conger, 2015). This is quite true since it is tasked with the
responsibility of reporting how much time was actually spend on customer inquiry as well as the
specific people who were involved. Having an excellent reporting system is an important feature

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in the efficient or good management of a help desk because it permits for advanced and effective
communication between employees and clients using proper channels such as emails, chats, and
even automated phone follow ups (SB & Bala, 2014). Having an excellent reporting system will
also ensure that spam blockers are put in place.
The issue of spam in the inbox is actually one of the significant problems which are faced
by big organizations. Having much spam in the inbox makes it difficult for people in the help
desk to go through the emails. This thus implies that the selection of an excellent reporting
system means that the helpdesk will not only have the best customer support but it also implies
that only genuine emails will be reflected in the inbox (Beisse, 2014). It can therefore be truly
asserted that having excellent customer support and helpdesk support is quite essential for not
only small and medium enterprises but also for large organizations because it will guarantee
better and efficient help desk and business operations for an organization. It is important to note
that having a good and effective management of a help desk truly offers both faster and unique
solutions to customers and other organizational stakeholders thus earning their trusts highly.
Presentation to Senior Management and Help Desk Team Leaders at Wombatphone
Mobile Phone Company
Introduction
Owing to the fact that Wombatphone’s reputation has indeed gone from bad to worse, it
is important that corrective action is taken in order to remedy the situation and restore its lost
glory (Czegel, 2015). This implies that there should be a stop in the rude treatment of customers
by the agents and ensures that such agents do not actually provide any misleading or wrong
information to the company’s organization. The revamping of the help desk for Wombatphone
will be quite critical for the organization because not only will lead to the retention of its

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customers but it will also help in attracting of new customers thus making the organization to
attain high profitability.
Improving support services and maintaining standards at Wombatphone Company
In order to ensure that support services and standards are maintained at Wombatphone
Company, it is important to ensure that all agents are retrained on how they can enhance their
communication skills so that they can effectively handle the company’s customers in a courteous
manner. That apart, it is prudent to ensure that the employees in the organization are made aware
of the importance of not only improving themselves through having better or enhanced
communication skills, but also inform them on how they will be trained and how the
measurement of their achievements shall be done (De Voort et al, 2014). Communication is an
important aspect in each and every organization and thus it is prudent to ensure all agents are
well trained.
It is quite important for agents to become aware of the call wait times and problem
resolution skills (Laudon & Laudon, 2016). The call wait times will make agents become aware
of the maximum waiting period that customers will have to wait while knowing how best to
resolve problems in the organization will help an organization to have lesser problems among all
stakeholders.

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References
Azeta, A. A., Omoregbe, N. A., Gberevbie, D. E., Ikpefan, O. A., Ayo, C. K., Misra, S., &
Williams, J. T. (2016). MOTIVATING EFFECTIVE ICT USERS’SUPPORT
THROUGH AUTOMATED MOBILE EDU-HELPDESK SYSTEM. International
Journal of Pharmacy & Technology.
Beisse, F. (2014). A guide to computer user support for help desk and support specialists. Nelson
Education.
Beisse, F. (2015). Computer User Support for help Desk and Support Specialists. New York:
Cengage Learning.
Chowdhury, S., Schulz, E., Milner, M., & Van De Voort, D. (2014). Core employee based
human capital and revenue productivity in small firms: An empirical investigation.
Journal of Business Research, 67(11), 2473-2479.
Conger, S. (2015). Six sigma and business process management. In Handbook on Business
Process Management 1 (pp. 127-146). Springer Berlin Heidelberg.
Czegel, B. (2015). Help desk practitioner's handbook. John Wiley & Sons.
Laudon, K. C., & Laudon, J. P. (2016). Management information system. Pearson Education
India.
SB, P., & Bala, E. S. (2014). Role of Information Technology in Effective Implementation of
Customer Relationship Management. Journal of Marketing & Communication, 9(3).