Candra Burkhardt posted on December 12, 2008 13:32
The Key Ingredients That Make Up Our National Helpdesk's Success
A Helpdesk can be either a benefit or a burden to a company by increasing customer satisfaction and return on investment or making customers and consultants miserable. The key ingredients to achieving benefits are to define the processes, policies and procedures of the Helpdesk and select the appropriate technology to enable both clients and consultants quick access to knowledgeable resources. The alignment and combination of these ingredients must meet the current and future needs of the client, while making the consultant's job more manageable and less complicated.
Business pressures today increase the need for access to Internet-based Financial systems 24 hours a day, seven days a week. This translates to not only more demands on the traditional client, but may also involve their external customers. Clients require consistent, predictable, high-quality Financial systems to function effectively. Delivering such service involves preventive problem solving that goes beyond the "squeaky wheel" mentality.
Our Helpdesk's primary goal is to provide a knowledgeable, single point of contact for our clients and consultants during all phases of implementation and business processing. Our support team responds to the client whether the request comes via voice, e-mail or other sources and works to quickly resolve the issue during the initial contact or, at a minimum, gathers and analyzes enough data to diagnose the problem and get it to the right consultant who can resolve the problem. We provide information on errors and technical issues, respond to specific process questions and also provide business value by identifying problem trends to eliminate recurring issues. Our techs maintain ownership of each issue until they are resolved to maintain continuity with clients.
Our Helpdesk consultants have the ability to see how our various clients across the country use the different technologies and can share these findings throughout the organization.
Having access to this highly trained group allows our consultants to focus on our clients business objectives reducing the costs of implementations and short circuiting potential problems associated with the use of new technologies.
Optimizing employee productivity is key to the success of any business!
Candra Burkhardt
Support Manager
cburkhardt@nextecgroup.com