Help Desk
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Functions
A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, or software. Corporations usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. There are also in-house help desks designed to provide assistance to employees.
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Process Input
The Help Desk may receive input from:-
Stakeholders / End-Users;
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Operations in Production;
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Suppliers;;
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The input may be in the form of telephone calls, emails, potal methods and more.
The nature of the communique from Stakeholders / End-Users ranges from :"How do I..........?" to
"I have a problem ......".
The input must be recorded in accordance with the nature of the communique.
The nature of the communique from Suppliers ranges from :"I have fixed a reported problem" to
"I have need to upgrade the system / product ......".
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Procecss Output
The Help Desk is expected to investigate to provide a temporary solution (i.e. Work Arround) a permanent
solution (i.e. rectify the problem), Guidance, as the case may be. The process is time consuming and therefore
the Help Desk is required to keep the Stakeholders / End-Users / Suppliers informed on progress.
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Update on the Status of reported Incident / Problem, Issue Change Request (CR).
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Performance Indicator(s) (PI)
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Customer Level of Satisfaction (CLOS) following surveys; and
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Organisation's Level of Satisfaction (OLOS) following surveys.
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