The companies dealing a lot with customers and requiring 24/7 service for customers need an important service termed as help desk or support desk. The central areas for end user support are Help Desks or Support Desks, which are able to meet and exceed customer expectations.
A good Online Help Desk Software can be researched in the market to streamline your support to customers and employees with their IT related issues. You will find multiple alternative solutions and it may be a cause to confusion.
What is a Help Desk or Service Desk?
Help Desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. A Service Desk is defined as a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact (“SPOC”) to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives. (As defined by Wikipedia)
Know the best practices to monitor the efficiencies and performance of a Help Desk or Service Desk?
It has been indicated that you cannot ensure an effective help desk if providing support alone to the wireless user base. The key metrics such as resolution and satisfaction should be identified and monitored. It is much difficult to make informed decisions for increased efficiency and effectiveness without these key metrics in place.
Below mentioned information list will assist in establishing the efficiencies and performance tracking, which are much needed to provide performance goals and accountability assignments for that goal attainment.
Key Performance Indicators – To establish performance goals and assign accountability for achieving the tasks and ability to track and trend performance, identify, diagnose, and correct performance problems.
Below mentioned list of the five keys must be tracked for the highest performance and accountability:
• Cost per call or contact (foundation metric)
• Customer Satisfaction (foundation metric)
• First Call Resolution Rate (FCR – biggest driver of customer satisfaction)
• Employee Satisfaction (this is important for lower turnover, lower absenteeism, lower handle times)
• Overall Help Desk/Service Desk/Call Center Performance
The utilization of these Key Performance Indicators, you will not only more effectively measure your performance, but will also enable you to:
Follow your system performance and trend over time
Benchmark your performance against your peers
Develop actions to improve performance
Identify not only strengths but weaknesses
Identify and understand underlying drivers of performance gaps
Establish performance goals for both the individuals and the entire group as a whole
Wireless Help Desk/Service Desk
Outsourcing Wireless Help Desk/Service Desk will be greatly determined by your staff and your wireless users.
An efficient Support Desk installation will only save time, but also end up saving a lot of money as well. The way to get to this place with your website is simply by setting up a Support Desk on your website.
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