service desk,
view and analyze requests, perform necessary procedures to solve
problems. Install upgrade software and make changes to improve equipment
performance. Controls the stock of spare parts for equipment, ensures that
there are resources available for maintenance, replacements and repairs,
allowing the areas to function fully.
The
professional trained to answer customer requests, answer questions and provide
assistance through these channels is called a help desk analyst. They are
often employees from different areas, with the most diverse work histories and
different experiences.
The only rule
that is repeated in all companies is that these agents, as they are often
called, aim to always work to clarify the doubts of customers ,
assist them in the difficulties they may have and educate them about the best
use of product or service.
The help desk
service is usually divided into three
levels of service . The first can be separated into
two parts: the solvers and the drivers. As the name says, the role of the
solver is to find the solution to the customer's problem, in a first contact ,
in an agile and efficient way.
The drivers, on
the other hand, will work together with other areas. They are responsible
for receiving and forwarding problems that could not be resolved at the first
level to the professional who can quickly find the desired solution.
After this, we
have the second level.
It houses a team of employees with in-depth knowledge and
prepared to deal with more complex and difficult-to-solve matters. In this
way, calls that could not be resolved in the first contact reach this new
professional for specialized treatment.
Finally, the
third level of help desk service contains specialists with the greatest ability
to solve problems.
They are those
who act directly in the greatest difficulties faced by the team. Here,
normally, the team can count on developers of commercialized software. That's
because they have a much more advanced knowledge about the product / service.
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