Jesse,
I have researched the possibility of a help desk for SCR and have included the following information along with possibilities to choose from. I followed this with my recommendation for SCR in order to gain a help desk to work for the TIMS project.
WHAT A HELP DESK OFFERS
A Help Desk, which is staffed by IT professionals, is a focused resource that all companies use to provide clients and coworkers with support. Our companies Help Desk will have three objectives: to show users how to utilize the system correctly, answer all questions relating to technical or operational issues, and increases productivity by troubleshooting issues. Help Desk provide many services to their clients. Some of the services that a Help Desk can offer are
…show more content…
Internal Help Desk support focuses mainly on technical assistance. Internal support options that are available are tracking an issue that arises in a spreadsheet and properly defining services in a database. The internal Help Desk may provide assistance to employees who also have issues with applications and logging into their computer. Some Help Desks offers on-site help if the problem cannot be resolved over the phone. Another option that is available is remote access, which Help Desk personnel could use to access user’s workstation to troubleshoot the issue themselves. Larger companies use complex Help Desks whose members specialize in specific fields to meet the needs of the companies diverse departments. Help Desks receive a high volume of calls on a daily basis and use a database to keep track of unresolved issues. Resolved issues results in the ticket being closed and an email is sent to the user to confirm that the issue has been …show more content…
They work with clients that are in the technology, automotive, travel and tourism, grocery retail and consumer products industries. At Blue Ocean Technology, they believe that “collaboration, innovation and customization are the foundation for effective solutions” (BlueOceanTechnologies.net) that delivers what the client is looking for. Some of the services that they offer are customer service support, customer retention, tech support, issue resolution, and logistics support amongst others. Not only do they offer services to enterprise level customers of global organizations but also to individual customers who need that extra
Besides marketing its customer service, the company markets different programs according to its three major types of customers. Some of them being,
Riordan has identified criteria in four areas that define the company’s mission statement. First, the company focus is to have attitudes and abilities that exceed industry standards to provide solutions for customer’s challenges and lead the industry in Research and Development. Second, the mission for customer relationships is to be a solution for the customer, maintain quality, innovation, and customer service at a reasonable price. Third, to ensure the long-term viability of the company, the mission to the employees is to have an innovative and team oriented working environment, in addition to keeping the employees informed and supported. Lastly, the future of the company depends on maintaining profitability to allow growth in the company (Apollo Group, 2004).
Sapient's strategy to succeed is to do whatever it takes to deliver the right business results for its clients, on time and on budget using its unique QUADD (Quality, Design, Delivery) engagement approach. Its "strategic context" that is its purpose, core values, vision, goals and client value proposition are the means to achieve. Sapient's purpose and core values (client-focused delivery, leadership, relationships, creativity, openness and people growth) focused on client's success. In order to achieve higher growth rates than the industry average it raised the bar in terms of being client-focused. Sapient devises business and IT strategies that improve its clients' competitive position and performance, as well as the value they realize from their IT portfolio. Sapient has a relatively sophisticated business model is as it has multi-geography, multi-currency operation spread across the North America, Europe and India which represent 50% of its total employees for off-shore activities but the company's success relies on focusing to develop new ways to create value for clients by significantly changing, or replacing, business processes, operations, capabilities and business models.
Provide high level support to CSCs and predominantly with the Management Team and Manager Client Services.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
A Computer Help Desk or Service Desk should be dedicated to keep our technology investment up and running smoothly. Our company needs to have assurance with their internal technology services. There will always be computer issues but it is important for the help desk team to guarantee they can reduce problems and keep the staff productive with the tools they need to continue to drive business forward.
According to Tuncay Bayrak, in his paper, IT Support Services For Telecommuting Workforce, in new era of technology, organization faced many radical changes. The changes involved from traditional workplace into more technology ways. With the existence of various types of software that enable long-distance communication, telecommuting workforce has been evolved. Nowadays, the organization was transformed to become a network-based operating structure where employees are not tied to the workplace. Every day, the rank of telecommuter job continues to grow. Telecommuting job allows employees to work from home or remote locations across the world. The question is what is the different service support that was provided by the organization for telecommuter and traditionally employee in a regular office. The aims of this study are to explain many types of support service for telecommuting employee that can be provided and the different support service that needed for telecommuters and desktop computing. The goal of this paper is to provide a framework to help IT manager to solve the issues in increase their potential benefit of providing good support service.
The Webster Dictionary defines help as, “to give assistance or support”, “to make more pleasant or bearable”, “to be of use to” or, “to change for the better”(MW, n.d.). However, I think that help is a much broader term than these definitions imply. Help is on a spectrum and can include anything from holding the door for a stranger, to donating a kidney for someone in need. I think that help can simply be defined as an action or doing that betters a situation for at least one of the subjects involved, although I do recognize that this includes a very wide variety of situations and circumstances. I like to think of help as a venn diagram, with three categories. A basic situation involving help includes a ‘helper’ and a ‘helpee’. On the right
Powered by Innovation, Guided by Integrity, We Help Our Customers Achieve Their Most Challenging Goals.
middle of paper ... ...in keeping the wheels of the business. The maintenances of the company equipments etc. They also acts as a help support of the company, this means if there is any enquiry by the customers, the customers will ring the helpdesk support and complain about the products or any information that the customers need will be provided by the this department. About the complains, these complains will be transfer to the research and development department to make the product better or to fix the problem the consumer having.
Jet Blue’s strategy to use a combination of cost leadership and differentiation strategies at the same time in an integrated way helps Jet Blue to overcome any major drawbacks and risks associated with any of the standalone individual strategies. The components and enablers for Jet Blue’s low cost strategy and differentiation strategies are complimentary to each other and they mutually reinforce Jet Blue’s overall integrated combined business level strategy. This combination of low cost and differentiation strategies enables Jet Blue to provide a high quality low cost differentiated customer service experience. This helps Jet Blue create a unique value and also provides a unique competitive advantage for Jet Blue to outperform its competition and achieve long term
Strong customer relationship: high-touching, responsive customer service. Flexible: mix model of owning and chartering vessels. Specially sized shipping: refrigeration and insulation containers. Weaknesses - No operating experience in TransPacific market.
Computer support specialist help people with trouble they are having such as software, hardware, and equipment trouble. There are many ways that they can assist people with their troubles they are having. Some computer support specialist offer services such as help desk service, in home service, and in store help. The computer support specialists are always needed. I am going to tell you about the computer support specialist career field.
-Customers: The company felt the importance of being customer-centric and innovate by adapting to customer
Remote Access | As more of the knowledge based workforce become more mobile, the ability to be able to access cooperate data while not in the office is essential to employee productivity. This not only increases mobile employees’ productivity, but also has a significant impact on other employees and their productivity since information can be updated in the central corporate database providing near real-time information.