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Effective support for information users - Coursework Example

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Effective support for information users

Over the years, effective strategies have been devised by researchers to provide the end-users with efficient resolutions to their problems. Some of the strategies have been discussed below: Physical Aspects Technology Used for Help Desk The foremost consideration that needs to be made to improve the help desk service is to analyze the type of technology that has been adopted in the respective department. Hoffman (1996) stated that the technology should not be too advanced or complicated for the personnel; the technology should facilitate their operations to become efficient, rather than complex. Complicated operations might prove to increase the service time for every customer. Ergonomics The ergonomics, i.e. layout of a help desk center also plays an important role in its effectiveness and management. Bayan (2003) explained that the layout and design should be able to facilitate team work; the employees should be able to communicate with each other in case of any query since every employee possesses his own areas of expertise. An employee might need help in resolving an issue in an unfamiliar area of expertise. Although, the distance between the help desk representatives’ workstations should not be so less that they are not able to hear their clients clearly. Working Environment The representatives need to be provided with a comfortable and healthy environment. If the help desk resources are not satisfied with their working conditions then they will not be able to communicate with the clients in a positive manner. Appropriate chairs and headsets should be provided to the representatives to help them offer a commendable service to the clients. Management Aspects Defined Goals The management should identify their goals and then communicate them at all levels of the help desk employees. Bayan (2004) pointed out that the presence of defined goals enables the management to direct the employees towards certain goals and conduct employee trainings in an according manner. Performance management can also be performed with respect to the defined goals and expectations. Understand the Customer with a Positive Attitude Bayan (2004) quoted statements of a CEO of a company, who stated that the help desk representatives should be able to understand their clients and their respective environments. The issue might be very trivial or very complex; in both cases, the representative should listen to the customer carefully and understand that he is experiencing distress due to the matter. The attitude of the representative should be comforting and helpful so that the customer also cooperates in answering the questions. The representatives should be trained to convince the clients that they are on the clients’ side and everything shall be done in their power to resolve the matter. Suitable Performance Measures Bayan (2004) provided an interesting categorization of different types of help desk representatives; the comprehension of the categorization is relevant so that appropriate attributes can be chosen to analyze the performance of each type of employee. Knowledge workers are representatives who have extensive knowledge about the products and prove to be very effective at resolving complex problems. Process workers are repre ...Show more


Title: Strategies to Improve Help Desk Services Help Desk Every organization faces problems with respect to their software applications and hence need guidance to resolve the matters. It is due to this need that companies create help desks in their IT departments to help the end-users with the obstacles in their operations and functions of the applications…
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