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How to take care of the computer network?

Helpdesk Calling... Are you being helped?

Outsourcing has become a key to managing Technical Support Centres. However, a successful outsourcing will need to have some differentiators which sets aside one service provider from the other. The ability to plan, execute, and manage IT Strategy well, addressing customer issues 24 by 7 in various languages and deliver standardized service to all customers all the time are to name a few of the differentiators. Helpdesk is one of the important component of Technical Support Centres. They are the face of the service provider to the client as well as the customer, therefore, a service provider must ensure the quality of people they hire for their Helpdesk Teams.

The Sydney Technology Solutions’ Help Desk provides instant user support for desktop and basic connectivity problems. The Technical experts have job aids like tools for documenting the issues, follow-up reminders, etc. that are employee friendly and in long run results in greater customer satisfaction. In addition to helpdesk services Sydney Technology Solutions Care also provides Remote Management Services. Though this is not a complete alternative for on-site support, however, it serves as a cost-effective way of handling network problems. This approach helps the company to proactively resolve network issues before they lead to downtime.

Here is how service providers usually organize their technical support teams - Technical support Help Desk is often subdivided into levels in order to serve a customer better and efficiently. Usually, a business has three levels in their technical support centre - L1, L2, and L3. The number of levels a business uses to structure their technical support group is dependent on a business’ need. The expertise and skills of the employee determine which level they will become a part of. While L1 provides basic support to customers, L2 provides more technical support and therefore has more experienced and skilled resources who cater to customer's problems. L3, the highest level of support handles all the escalated cases which L1 AND L2 resources could not handle. They also provide troubleshooting tips to the customer. For all these levels to work effectively, it is essential that escalations happen from L1 to L2 or L3 on a timely basis.

A technical support should also be able to identify if it is a L1, L2, or a L3 query. A ticket is issued to a customer whenever he / she calls for a resolution of his issue. The tickets not only help tracking numbers / volume of calls, they are also used by customer during their call backs or when the issue is referred to L2 or L3 level. The ticket usually has a record / details of the conversation / issue the customer had and could be reviewed by the technical support agents.

Technical Support should consider help desk as a resource that provides information and assistance in troubleshooting problems for their customers. It is alright even if a technical support resource does not have a resolution on the same call, however, it is essential that he / she gets back to the customer with the timelines.

Happy assisting!

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Trent Allan is author of this article on Computer Network Support. Find more information about Sydney Tech Support here.

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