Deliver Great Outcomes First of all, at the moment employees are experiencing a superior customer experience in their personal life (and they carry the same expectations in the workplace), the number one responsibility for any IT Help Desk Support should be to meet the needs of end-users while providing excellent customer service. That being said, it is easy for IT organizations to overcome this obstacle because they are overly focused within, the help desk policies and processes (and the way in which they are implemented) serve the first customer technical teams. We hope, however, that your help desk exists to serve the end-users of your organization and the roles they play. It is, therefore, their needs that you place in front of those of others. This should include providing your customers with the information they need, effectively solving their tickets, communicating with them about problems and changes affecting the company and generally being easily accessible when they
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