This document discusses help desk operations and support. It describes the typical organization of help desks, including multilevel support models with front-line, dispatchers, and subject matter experts.
Internal support groups provide assistance to company employees, while external help desks support customers. The document outlines key help desk concepts, processes, and tools to manage incidents and provide customer service. Read less. Help Desk Presentation.
Download now. More Related Content. Single point of contact for end user support Components of a Successful Help Desk 2. The four components of a successful help desk are tightly integrated and each must be given attention. Strategies and tools by Sisay Getu. Single point 2. Concentration of expertise 3.
Multi level support model by Sisay Getu. Receive call 2. Pre-screen call user 3. Authenticate call 4. Log call 5. Screen call 6. Prioritise call 1-Urgent, 2-High,3-Medium,4-Low 7. Assign call 8. Track call 9. Escalate call Resolve call Close call Archive call by Sisay Getu. Help desk software 2. Computer telephony systems 3. Web Site support 4. Physical layout of help desk work areas by Sisay Getu. Editor's Notes 14 15 16 18 19 20 21 22 23 26 31 32 33 34 35 36 37 38 40 41
