Technical Issues and Service Requests Helpdesk

Question: Discuss about the Technical Issues and Service Requests Helpdesk. Answer: Introduction: There are various features that should be considered in order to manage the effectiveness of the IT helpdesk operations (Esteves Alves, 2013). Among all of these features, two are being elaborated within this assignment. These are explained as follows; Outsourcing Ticket Management and Tracking In consideration with the technical issues and service requests, the helpdesk must be efficient enough in order to respond to their valuable clients according to their demands. Therefore, the efficient management and tracking system of tickets should be there. The effective measurement and operations are mandatory in case of managing the effectiveness of the work in the IT helpdesks (Chapman, 2015). This aspect may sound obvious but it is mandatory enough to incorporate this effectiveness within the work structure of the IT helpdesks. This effective workload management results into huge amount of benefits to the organization as well as individuals of any IT helpdesks in consideration with any technical issues or problems (Iden Eikebrokk, 2014). The fewer amounts of time as well as quality of responses decide the effectiveness of the IT helpdesks. In contrast with all of these above mentioned aspects, the ultimate effectiveness of the helpdesk of any organization in terms decides the effectiveness of the organization itself within the competitive market. Historical Incident Database (Knowledge Base) There are lots of issues that are either managed or resolved by the technical helpdesk team. In consideration with the investigation about the cases handled by helpdesk team this will be found (Chan, Geng Chen, 1999). The work load of the team members can be resolved with the help of knowledge sharing among them. This aspect also makes the team more effective while understanding various perspectives on particular issue that is managed by IT helpdesk team (Iden Eikebrokk, 2014). Based on the knowledge and experiences the team members of the helpdesk can easily manage any kind of problems and issues within their organization as well as within teams. According to Chan, Geng Chen (1991), helpdesks are computer aided environment that helps the customers in solving many issues with respect to their queries through the frontline phone support to the internal and external customers of the concerned organization. For supporting the hardware and software support the helpdesk manages all the calls from the end of customers and clients. The customer satisfaction is very important for meeting their requirement according to the requests of the customers. The core objective of this paper is to present a case based helpdesk system that will be meeting all the requirement of the customer satisfaction. The process of system development, system implementation, verification and knowledge management is discussed with respect to the demands of the customers (Chan, Geng Chen, 1999). Customer support system is there within any organization or any association in order to meet all the customer requirements and other important aspects that needs to be encompassed within the helpdesk department for finding better solutions for the customer issues and problems they are facing. This paper is elaborating case based helpdesk system that helps the customer and call centers to diagnose the problems from the customer queries. First of all background literature is representing two case based background literature for the betterment of the call centers or more specifically helpdesks. In contrast with this aspects, the conventional technology and process used for helpdesk development is also elaborated within this paper (Chan, Geng Chen, 1999). This conventional aspect was useful while analyzing the problem statement and solving these in accordance with the available problem mitigation tools. Suggestions for improving the facts mentioned in the literature Three suggestions are provided for solving the issues involved due to the conventional helpdesk operation skills and approaches: Application of six sigma approach: The helpdesk operations face many issues due to the problem of understanding the voice of the consumer or clients. This creates many issues due to lack of communication and understanding about the problems. Six sigma approaches can resolve these issues with the help of increasing the efficiency of the helpdesk. The approach of lean helpdesk design will be helpful for the organizations. Improvement of pulse and patterns: This is nothing but the new planning stage of the helpdesk for the better understanding of the customers and clients. Search for Satisfaction: This aspect has to be there within the analysis of the customer queries. This aspect was not there previously and this factor must be implemented within the helpdesk operating system. All of these above mentioned suggestions will be helpful in achieving the solutions for the customer quires. These suggestions will provide the guideline to improvise the situations that are mentioned within the concerned paper for settling the helpdesk for any kind of technical issues that is coming from the customer end or client ends. The ITIL based software solutions are important in order to achieve the software matches that are very important for getting flexible configurations (Chapman, 2015). This framework helps the helpdesk operations to take guess works for putting together an optimized IT support required for concerned organization. The established standards will be helpful in solving many issues within the organization as well as from the end of customers (Shafie et al., 2012). This software usage ensures the minimum time requirement for assessing any issues or problems from the end of customers and clients. ITIL structures any problems as the convenient issues regarding the approaches and matters that is raised by the customers. There are several aspects that may be introduces the vehicle breakdown services that needs the assistance of helpdesks related to any concerned organizations (Iden Eikebrokk, 2014). Among all of these vehicle breakdown cases, two most effective and breakdowns are towing of vehicles and change of flat tire. These two are the most effective and incidents that needs the assistance of the helpdesk to encounter the problems and provide the solutions to the customers in order to reduce their problems and make them comfortable within that situation (Esteves Alves, 2013). All of these two problems and issues affect the consumers convenience within that problematic situation. According to Chan, Geng Chen (1991), all of these issues may be resolved by designing the technical helpdesk with respect to the mentioned aspects and rules presented within the paper. The concerned organization should make a strategic plan for improving their technical assistance services to their customers in order to achieve the customer satisfaction and effectiveness from the end of the employees (Schwalbe, 2015). This aspect only can increase the efficiency of the IT helpdesk and resolve the problems of the customers in order to maintain customer satisfaction and improve company positioning within the competitive market. References Chan, C., Geng, L. Chen, L. (1999, May 9). Development of an Intelligent Case-Based System for HelpDesk Operations. Paper presented at 1999 IEEE Canadian Conference on Electrical and Computer Engineering. Alberta, Canada. DOI: 10.1109/CCECE.1999. 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