What Is It 284 Week 1 Defining Computer Support

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Defining Computer Support Bryant Watson IT/284 April 6, 2014 Shawn Kahn Defining Computer Support Customer service skills are a very important skill the help desk team must have in order to provide quality service to the organization. Our primary function is to provide customers with service for hardware and software issues from a variety of computer platforms. The customer service skills that the help desk team must master are listening, understanding and responding. Communication is one of the most important skills of the help desk staffer. The ability to listen tentatively to clients is of utmost importance. Deciphering the users request and the level of dialect will aid the help desk person in delivering the level of assistance required. There are different skill levels of…show more content…
Specific software or hardware must be available for testing, observation and study purposes. Whenever possible, these tools can be used to re-create the consumer’s problem. Both hardware and software products come with technical documentation, along with the general manuals, and should be made available when using its products. Online help developed for field technicians and helpdesk support staff is available for a product and allows searches by topics, words, error, and messages. Problem solving software is developed by experts; this software allows the helpdesk person to assess the informational database to make critical decisions when sorting targeted information. The response to each question has a cascading effect prompting additional questions and the end result of providing a solution as required. Call tracking can be achieved online or on paper. The call tracking system tracks a series of information, such as, the date, time, length of help-desk or on-site call; the cause and solutions to problems that are addressed; identifying who did what and when; and finally addressing how each call was
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