What Should Help Desk Support Deliver?
Posted by Rich Rubinstein, President/CEO on Tue, Dec 27, 2011 @ 09:43 AM
Many businesses need, want, and generally expect, different things from Help Desk support. With outsouce help desk support especially, businesses purchase customized solutions tailored to their exact needs. However, there are four areas of Help Desk Support that should be universal, no matter if it’s internal or external.
Responsiveness- Help Desk technicians should be prompt and answer the phone quickly. Your call is important to them and should be addressed in a timely manner.
Quality Support- Problems and issues should be fixed quickly and efficiently to eliminate downtime.
Customer Service- Service should be delivered with a smile. The Help Desk should be friendly and knowledgeable.
Communication- Both users and Help Desk technicians should be aware of any and all issues and the status or progress of the issue. Updates should be provided and the lines of communication left open.
The scope of services provided, knowledge of company specific applications, and available hours among many other variables differs by company and Help Desk support team. The four areas mentioned above, Responsiveness, Quality Support, Customer Service, and Communication, should be Help Desk support universals. If your Help Desk support lacks in any of the four areas, you and your company deserve more.
Contributed by Rich Rubinstein, CEO and President