Cures For The Common Help Desk Headaches - InformationWeek

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Cures For The Common Help Desk Headaches
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yalanand
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yalanand,
User Rank: Ninja
11/29/2014 | 3:57:21 AM
Re: IT is a service
"A lot of IT helpdesk workers misbehave with customers because of their limited knowldege about computers and/or software that they are using, but this only creates complaints that the company HR has to deal with. If IT helpdesk officials could understand that the remarks go high up and decide their paychecks, they wouldn't be doing such things"

There's a lot of temper when treating customers that do not know much about computers but this is business ethics we are talking about, and if bad IT helpdesk behaviour changes the mentality of the customer to being hurt, then that would be counter-productive.
yalanand
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yalanand,
User Rank: Ninja
11/29/2014 | 3:55:13 AM
Re: Outsourcing IT helpdesks
@SunitaT0: You are right, but that cannot be helped, when the east sleeps the west wakes up and vice versa, and since majority of the IT industries are accumulated around the Silicon Valley of the States, this kind of interdependency will always exist.
SunitaT0
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SunitaT0,
User Rank: Ninja
11/23/2014 | 10:29:51 PM
Re: Outsourcing IT helpdesks
@SachinEE: It cannot be helped, you are talking about entire synchronization of the west and the east, that simply cannot be done. Of course there are practically odd working hours, because when it is morning in the states, it's night in asia and that creates a lot of working problems, especially for women who have to work through the night.
SaneIT
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SaneIT,
User Rank: Ninja
11/20/2014 | 7:30:28 AM
Re: IT is a service
I'm going to have to say that it's not always a lack of knowledge, I've been on the other end of a phone call with a support tech who was clearly out of their league but at the corporate IT support desk you should have enough talent that if you don't have the answer immediately you can escalate the call.  The biggest complaints I get from people regarding my helpdesk team is that people don't think they were helped quickly enough.  When I tell them what the employee to tech ratio is and explain to them that call volume is going to dictate how quickly someone can get to them they tend to back down.  That doesn't mean I don't make sure that they are responding quickly, I just don't let them get walked all over by people who assume they are just sitting around waiting for something to do.
SachinEE
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SachinEE,
User Rank: Ninja
11/19/2014 | 11:26:44 AM
Outsourcing IT helpdesks
Offshoring IT helpdesks are the hardest to manage because of language differences as well as updates and also time of call (conflicting timezones). If IT helpdesks are onshored then that would be costlier from a labour point of view.
SachinEE
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SachinEE,
User Rank: Ninja
11/19/2014 | 11:16:57 AM
Re: IT is a service
A lot of IT helpdesk workers misbehave with customers because of their limited knowldege about computers and/or software that they are using, but this only creates complaints that the company HR has to deal with. If IT helpdesk officials could understand that the remarks go high up and decide their paychecks, they wouldn't be doing such things.
SaneIT
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50%
SaneIT,
User Rank: Ninja
11/13/2014 | 8:18:42 AM
IT is a service
"Yet no matter how frustrating it can be to repeatedly answer the same questions, it's important to note that the quality of interaction between end users and the help desk goes a long way to driving employee satisfaction across the company."

 

This is something I stress to all of my employees, no matter how small or tedious someone's request may seem, chances are it's a big deal to them and just because you've reset 15 passwords today doesn't mean they know that. 

 


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