Chapter #4 Summary and notes

Chapter #4 Summary and notes - Slide Sho w Outline 1 Lesson...

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Slide Sho w Outline
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1 Lesson 4: Technical Writing Skills for Support Professionals 2 Objectives Describe the impact of technologies such as the Internet, e-mail, instant messaging, and knowledge management systems on the help desk and its customers and on the role of help desk analyst Understand the most common help desk documents used by help desks to convey information Understand the characteristics of good technical writing and use proven techniques to improve your writing skills 3 Technology-Delivered Support Historically, customers called the help desk or walked in to the help desk area when they needed assistance or information Today, companies are providing additional ways for customers to obtain support o E-mail o Fax o IM o Web sites 4 Technology-Delivered Support (continued) Technology-delivered support services enable the help desk to: Anticipate and proactively meet its customers’ needs Reduce the overall cost of delivering support Prioritize and manage its workload better
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Ultimately, improve help desk services 5 Technology-Delivered Support (continued) The effective use of technologies requires that help desks must: o Diligently capture and deliver high-quality information o Rethink the skills that help desk analysts must possess o Rethink the skills and knowledge that customers must possess Used effectively, technology empowers both customers and help desk analysts Used improperly, technology can frustrate everyone and can alienate customers 6 Technology-Delivered Support (continued) Telephone, Internet, e-mail, and IM technologies all play a role in customer support o Telephone and IM - Provide immediacy and the ability to interact with a human being o E-mail - Provides the ability to send and receive detailed information o Web-based services - Provide customers with the ability to perform functions Help desk analysts must feel comfortable communicating via all of these methods and must possess or develop the different skills that each of these technologies require 7 The Help Desk Analyst’s Role in a Technology-Centric World Analysts must continuously learn new technologies and adapt those technologies to their work Technologies extend the help desk’s ability to gather, organize, and use information
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o Information - Data organized in a meaningful way o Data - Raw facts not organized in a meaningful way Information is an extremely valuable resource Help desks rely on analysts to capture the high-quality data needed to create accurate and useful information As a result, writing skills and keyboarding proficiency are important assets 8 Enabling Customer Self-Service People have become accustomed to using self-services Self-services - Services that enable customers to help themselves Self-services benefit both customers and help desk analysts Today’s demanding customers have come to expect self-services 9 Customer Support Via the Internet
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