The principles of hiring efficient and dealing with inefficient Help Desk Agents are evaluated. The paper assesses and discusses the pros and cons of outsourcing Help Desk Agents. The information provided in the…
Actually, help desks have already become a routine reality for the majority of large and small businesses all over the world. The question remains in whether it is worth outsourcing Help Desk Agents and what criteria efficient Help Desk Agents should meet.
To begin with, a Help Desk is a place where a customer or an information technology user can obtain important information, call for support or obtain technical support and assistance (TechTarget, 2010). Many companies hold help desks to provide customers with the quality customer service and support. A help desk can be a person or a group of persons with a phone number and the skills necessary to resolve the majority of the emerging technical and organizational problems (TechTarget, 2010). Help desks may consist of a group of technical experts that will use software to track the status of the emerging problems and to solve them promptly; a help desk may also work in the form of a call center, which accepts user complaints and suggestions and helps them to track their orders, shipments, and concerns in real time (TechTarget, 2010).
That businesses enjoy the benefits of call centers and help desks is difficult to deny. The question is in what Help Desk Agents can be considered as efficient and what it takes for businesses to hire efficient Help Desk Agents. An efficient Help Desk Agent must meet the specific set of criteria, to match the Help Desk Agent job requirements and to successfully cope with his (her) responsibilities. According to Hiles and Gunn (2009), these criteria include “skill variety, task identity, task significance, autonomy, and feedback” (Hiles and Gunn, 2009). An efficient Help Desk Agent will possess a variety of skills necessary to resolve numerous technical and customer service dilemmas; in other words, an efficient Help Desk Agent will not only be ...
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(Help Desk Paper Essay Example | Topics and Well Written Essays - 750 Words)
“Help Desk Paper Essay Example | Topics and Well Written Essays - 750 Words”, n.d. https://studentshare.net/miscellaneous/404335-help-desk-paper.
Project Plan and Timelines
References Project Proposal
Summary (1 page) The summary of this proposal basically consists of a technical project that will be completed in order to supplement the Service Desk Operations Shift Supervisor Guide that has already been created.
How did service desks evolve? Rick Jolsin says that help desks are an older version of service desks and their main function was to reduce the impact of service disruptions on IT resources only. They were reactive in nature. But now their main function changed into reducing the impact of service disruptions on business and these are the current proactive service desks.
This is important because at such times, the organization might be fighting to meet increased demand for their services against their internal resource limitation. An example of a real organization that has implemented help technology support operations is Novell Corporation.
At the present, help desks have become a very important part of high-quality business service. This paper will outline different help desk or technical support software. The basic aim of this research is to discuss the different aspects of these applications and comparing their working and efficiency.
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The algorithm is as follows:
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6 Pages(1500 words)Essay
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