In the world of Information Technology, Support Specialists work with a wide variety of customers. Many of our customers' are unfamiliar with the computer and how to troubleshoot issues specific to their software. By providing customers’ with documented tutorials and training sessions, known as in-services, it will help decrease confusion, increase their comfort level, assist in providing more accurate information and educate them on department software and basic computer knowledge.
As a Support Specialist, I have firsthand experience with the communication barrier between customers and IT Professionals. Many employees are trained within their field. Rarely are they expected to possess the basic computer knowledge needed to function outside of their department software. Therefore, when a technical issue is reported to IT Support, the customers’ unfamiliarity with fundamental PC knowledge makes it difficult for both to communicate effectively. When looking into most issues, customers’ generally give ambiguous responses stating “My Computer doesn’t work.” For the IT Professional, one may think the customer is saying their computer has no power, the PC has suddenly stopped working or it will not power on. As we begin to dig deeper, we often discover that the problem is not the computer, but more specific to the software being used. In comparison, customers state that their application doesn’t work and we ultimately determine they are having issues with the computer, which has the potential to affect the entire system. At this moment as well as with most cases, it becomes apparent that additional steps are needed to gain insight on what issues the user is actually encountering. The IT professional will need to strategize a plan t...
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...ons when an issue occurs. Offering training not only reduces any educational gap but also allows the IT professional to see how the customer uses the software on a given. It also creates and understanding for the IT person concerning the jargon that the customer uses as well. The creation of tutorials not only helps the customer to understand on a more personal note but also to retain that knowledge to train future employees and to be used as an as needed basis. Once customers have the know-how to present information effectively, their new knowledge acquisition will assist in minimizing downtime which produces quicker resolutions. Furthermore, both the customer and IT Support become more efficient in their business processes by maximizing performance and last but not the least, customers have a since of empowerment, which is nevertheless a great way to feel .
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.
Despite being a smaller company than Datatronics, E-ZRP managed to outperform Datatronics in the quality of customer service. The key issues for this case study, which form the basis of the recommendations that Matt will present to the chief information officer, are founded on the drastic differences that exist in the customer service arrangements between Datatronics and E-Z RP. The areas of difference include the customer service philosophy, service representatives, link to developers, organization, training, tiered support, performance metrics, technology, and the hiring criteria of customer service representatives. At Z-Z RP, customer service representatives are considered a valuable part of the IT and business teams. The philosophy at E-Z RP is that the customer service enables improved products. The CSRs are highly skilled and knowledgeable on the company’s business and products. The CRS...
They are seeking for personal service while purchase and installation of product. Considering all factors Geek Squad started special services like house call services and phone services for installation and operation.
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.
NOTE: The majority of the Help Desk Staff will be State University students in the process of achieving their degrees in computer science. The Help Desk will ensure that their academic endeavors have precedence over and roles or responsibilities that they may have in assoc...
What is the best way to engage to the career of Help Desk Support Specialist ? Now a day career in IT are the most demanded in the market place. Many people are success in this career, but some them are walking through the wrong way. To understand and appropriate way to pursuing the best to lead your job in the future. If you want to become the Help Desk Support Specialist I have three pieces of advice for you.
the customers. Customers can take help from this Help Desk by communicating personally or over mobile phone
The help desk is a tremendous resource of both cost efficiency, value, and support. When the help desk is operated properly, customer and employees are able to communicate and quickly have problems resolved. Our current Help Desk business model is to outsource a contract with a service provider who specializes in help desk design, implementation
To take these objectives one step further the help desk should become an asset that provides solutions in multiple forms of media over a myriad of mediums making the end user aware of the tactical support available for different dynamics. A creative approach for solving the pressures commonly faced by help desks is to create a social collaboration on different fronts. This is defined in an ideal sense that an organization will encourage learning through a user group that faces similar issues in everyday tasks or for lack of a better definition...
Consumers not only request help for product issues but also seek buying advice and comparisons with competing products. The consumer does not want to worry about whether a query should go to sales, service or marketing, they just want answers. A robust service strategy that is supported by trained employees backed by technology can take your service standards to a whole new level and also helps the consumer along the buying
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.
This kinds of learning and development opportunities offered to the public not only enhancing the technical knowledge of stakeholders, but also serve as a good marketing device which can build brand awareness and differentiate our people and service offerings from legions of practices in Hong Kong.
Dawson says there are really numerous problems of customer services; and what may be the main three problems for the company (Universal Techno Outputs in which he is presently meeting expectations) may not be problems at all for different organizations. The main problem with customer service is lack of training. At the point when employees are not completely prepared to manage their everyday tasks, they are more prone to commit errors that will get under the skin of customers. There must be sufficient time and assets spent on continuous training. To start with contract training is basic for advising the employees about the company vision, mission, objectives, and specific occupation obligations. More than that, there must additionally be continuous training that will update customer service representatives (CSRs) with new aptitudes, learning, and innovation that will help them arrangement better with changing business needs and
Computer engineering is a very time consuming, challenging job. To be a good computer engineer you need years of experience and collage education. Computer engineers provide information and data processing for certain computer firms and organizations. They conduct research, design computers, and discover and use new principles and ideas of applying computers. I am going to tell you specific facts about the careers of computer engineers like payment, education needed, skills, responsibilities of the job, job outlook, and benefits of the job.
They can enriches and increase the customer value proposition and bring out supper productivity. Through the re-education and training course, all of employee gain the powerful in productivity and knowledge.