Help desk and support center analysts provide
first-line support and become the customer's first contact. It is very
important that service desk personnel provide customer care with the highest
quality. This course introduces help desk strategies and problem solving,
troubleshooting skills, response procedures, incident management, communication
skills, and ITIL processes for effective service delivery.
On the
other hand, an external help desk supports
business partners and general customers , such as
companies that wholesale their systems and equipment, and users of IT services
that they provide .
one, while
others have on-site help desks that go to the delivery location to
troubleshoot.
As the
point of contact for user inquiries, it also acts as a pipe to the
corresponding department in the case of solving a problem or a large problem
that can not be solved.
The volume
of 3-4 million yen is the largest, accounting for one third of the total.
Since the
help desk is a support operation, the annual income of the entire IT
industry is not so high .
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