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Support Desk

Solutions provided by Charter UK enable companies worldwide

Support Desk

A company support desk plays a vital role in the company as this is often the first point of contact for most customers. It does not matter what type of organization you are, poor customer service translates into loss of sales, lowers customer retention rates and damages brand equity.

Your support desk will be the first point of contact for most of your customers, and you want your representatives to say the right thing.

If the company you work for is large and aims for clients across the world, it is very important to give the customer the right impression from the word ‘go’.

Cost reductions are a necessity in today's economy and internal support groups are a frequent cost reduction target. Support Desks and desktop support teams need to ensure that their services are clearly defined and aligned with business needs.

For those organizations seeking multi-lingual expertise but do not have the right support desk facilities, they can employ a team from a specific company who are staffed with call centre representatives who speak Cantonese, French, German, Mandarin, Shanghainese, Spanish and Vietnamese. Their extra support desk contact centre can be easily integrated into your e-Business strategy, assuring seamless customer care, accomplishing the objective of developing a truly multi-channel customer care solution.

The support desk is a single point of contact for end-users who need help. Without this single point of contact an organisation would face major losses in time spent on looking for ways to fix issues and get help.

The main types of support desks are:

• Call Centre
• Expert Support Desk
• Skilled Support Desk
• Unskilled Support Desk

Apart from using a call centre, all support desk types perform the following activities and add these benefits:

• Report to Management, Process Managers and customers on support desk performance
• Perform communication activities for the other ITIL processes
• Search for Work Around
• Incident Prioritisation
• Incident recording
• Receive all calls and e-mails on incidents
• Incident Classification
• Incident Escalation
• Update the customer and IT group on progress
• Perform daily CMDB verification

To introduce and maintain a successful Support Desk, it is essential that business customer needs are understood and service objectives, goals and deliverables are clearly defined.