Help Desk, Call Center

The personal computer has become a ubiquitous productivity tool for companies and end users alike. Many employees can not function effectively without their PC. Unfortunately, personal computers have also become increasingly more complex to support and maintain. Check the hard drive of any standard personal computer and the probability of finding the productivity tools such as Microsoft® or Lotus®, email, connections to the Internet, ERP applications, and custom software unique to the company is enormous. Increasing complexity can make it difficult and time consuming for an internal Help Desk team to efficiency troubleshoot and resolve technical problems or user questions. Most internal help desks are plagued with staff turnover, a lack of broad application training, poor process and tracking procedures, and insufficient tools. If employees perceive the help desk as unresponsive or ineffective, no one wins:

• The user loses productivity placing repeated calls to the help desk or     other technical support groups, waiting for help, or worse, bringing     in other users to help resolve the problem.
• The Help Desk loses time on repetitive and routine requests,     deflecting status requests, or trying to debug applications in which     they are not well trained, and earns a reputation as the "helpless     desk."
•  The CIO gets deluged with complaints.
•  And the business loses time, sales, and revenue.
•  Geo-data Help Desk services redefine traditional help desks to    minimize support costs and ensure high levels of user satisfaction,    enhance productivity, and effectively use resources. The Help Desk    services provide customers with:
• Single Point of Accountability to eliminate multiple calls to the help    desk. Help Desk personnel take ownership for resolving the problem.    If they can't answer the question or provide a solution, they make the    needed calls to network technicians, software specialists or field
   service, coordinating efforts until the ticket is closed. They keep the
   user informed of status.
• Expanded Coverage to ensure that help is there 24 hours, 7 days a    week.
•  Effective First Call Close Rate to minimize repeated calls, user    downtime, and frustration.
• Courteous and Knowledgeable Personnel to provide answers to routine    questions quickly, help the user learn how to perform simple    diagnostics and functions, understand the applications, and are able    to identify effectively what resources are necessary to handle a    problem.
•  Tracking and Reporting to give the IT manager the knowledge    necessary to take preventive action. By tracking the type of calls and    resolution, system, network, application and training problem trends    can be identified and addressed. Building a knowledge base also    enables the Help Desk personnel to share successful solutions for    quicker resolution of problems.