Expectations of a Business Help Desk

What Do Customers Expect When They Call Your Help Desk?

• Customers expect the company to hear their voice.
• Most of the customer go online these days and expect the same from the company.
• Customers expect high level help desk service and support.

1. What is the Help Desk expected to do?
2. What makes a good help desk?
3. What is the role of a service desk?
4. What are the skills you feel are important to work at a service desk?
5. What is first level help desk support?
6. Why help desk is needed?
7. What makes you a good fit for a career in IT help desk support?
8. What is level 1 help desk?
9. What are the main components of help desk support?
10. What is the difference between helpdesk and service desk?
11. Is Service Desk a call center?
12. Is Service Desk a BWH?

What is the Help Desk expected to do?

A typical help desk can effectively perform several functions. It provides a single (or multiple) point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems. A help desk generally manages its requests through the use of software such as issue tracking systems.

What makes a good help desk?

Always provide help and assistance using tools, experience and knowledge. The mindset of the helpdesk should be focused on resolving tickets and avoiding user issues. Engaging the right support resources first time ensuring resolution as quickly as possible.

What is the role of a service desk?

The key role of a service desk is to be the point of contact to address and resolve service requests raised by the clients, in line with the Service Desk objectives and therefore to satisfy the communication needs of the IT staff and the users of the customer organization.

What are the skills you feel are important to work at a service desk?

Top 10 Most Sought After Service Desk Skills: What to Expect in 2017?

• Customer service.
• Communication skills.
• Ability to learn quickly.
• Troubleshooting/problem-solving skills.
• Ability to work under pressure.
• Adaptability.
• Teamwork skills.
• Interpersonal skills.

What is first level help desk support?

Level 1 support is the first tier of support, usually provided by IT support personnel with the least experience, lower understanding of technical issues, and limited access to company information. The technicians in Level 1: Collect customer requests and data. Attend to customer phone calls.

Why help desk is needed?

A good help desk improves customer satisfaction if it is actively responsive, consistently assists users, and goes the extra mile in service delivery of technical support. This provides support to the company's objectives and facilitates the growth of its business by increasing the number of returning customers.

What makes you a good fit for a career in IT help desk support?

DEVELOP EXCELLENT CUSTOMER SERVICE SKILLS

Effective communication and clear instructions will help you provide customers with the help they need while delivering a great experience. ... You will learn invaluable skills from computer repair to system troubleshooting, and even analysis of software.

What is level 1 help desk?

Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.

What are the main components of help desk support?

Five of those key components of an ITIL-based IT service desk include:

• Incident management. Incidents are the everyday issues that business and technology users face when applications and services don't work exactly as they should. ...
• Problem management. ...
• Change management. ...
• Ticketing. ...
• Service Request Management.

What is the difference between helpdesk and service desk?

The main difference between help desk and service desk support is a help desk simply provides help for fast solutions, while a service desk focuses on delivering a service to end users that focus on all-encompassing customer service. A help desk is an add-on to pre-existing IT action.

Is Service Desk a call center?

A Service Desk provides and manages services. A Call Center receives and manages calls.

Is Service Desk a BWH?

The address is peoplesoftportal.partners.org/public. The IT Help Desk (617-732-5927) is available to help with any PeopleSoft issues. Make sure you have your user name (nt logon) and your device number (found on a label on the front of your computer with the BWH logo on it).