GP 03 11 Recommendation and Action Plan for Creating an SCR Help Desk

GP 03 11 Recommendation and Action Plan for Creating an SCR Help Desk

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Task 11. Recommendation and suggest plan for creating an SCR help desk A help desk is a centralized resource staffed by IT professionals of a company which provides users with the support they need. Since SCR is a professional IT company, it is very important for it to establish a help desk to support its customers. The following are some essential reasons why SCR need to create a help desk to assist its customers: SCR help desk will aid its customers to understand how to use the TIMS system resources more effectively. A help desk will also supply answers to technical and operational questions that customers of SCR may have. SCR help desk will help its users to become more productive by teaching them how to meet their own information needs. The following is a suggested action plan that can to be followed by SCR in creating a help desk: First, a performance metric should be created by SCR to evaluate the need to create a
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Unformatted text preview: help desk. Secondly, clients of SCR need to be interviewed to understand their needs and expectations of a help desk. Next, policies and procedures documents for call routing, problem handling, and escalation notification technology standards should be created to support the help desk operation to provide an on-going customer satisfaction plan for SCR clientele. Furthermore, through a recruitment process, interviews should be conducted to hire help desk agents as well as interim staffing to help out customers of SCR. Additionally, orientation plan and on-going training should be made available to train and prepare the help desk agents in handling problems customers may encounter with SCR products. Finally, help desk technologies which include call management and online chat support should be created to facilitate interaction between users of TIMS and the help desk agents....
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This note was uploaded on 08/02/2011 for the course IT 5460 taught by Professor Prof during the Spring '11 term at Kaplan University.

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