I recently began working on a help desk, and to my experience, the company I work for has one of the nicest setup's I've ever seen. We use a system called CCE 2.0. CCE is a system designed around the needs of the caller to the help desk. It consists of Service Center - A ticket documenation and solution coordination client program that interacts with a database on a local server, Knowlix - A handy web-based solution center, where known issues in programs can be documented in detail, with steps on walking through the user how to fix and get through the problems on their own machines. As the help desk get's more experienced, most issues are covered in the knowlix entries, and therefore even if the Help Desk analyst is new, they have a detailed quality solution that they can walk the customer through, adn solve their problems. This does not mean that anyone can do the job
Ever hear the phrase, if it doesn't make business sense, it probably makes no sense. Well that applies especially on the help desk. I went to a school where the philosophy of 1/3 Personal Skills, 1/3 Business Skills, and 1/3 Technical skills was the philosophy for a quality candidate in any tecnical area, not just the help desk. Yes, discriminate on things that are pertinent to the business, such as history of work ethic, experience, ability to deal with problematic customers, and providing answers, even if you can't provide possible solutions. Obviously don't discriminate against age, gender, religion, or any of the usuals, but that doesn't mean that you can discriminate on things where everyone plays on a level field.
The combination of using a system such as CCE 2.0, and carefully selecting quality candidates for the role of help desk are 2 of the 3 keys to successful e-business for the next 20 years. The third key is Team work. Focusing on the team, rather than the individual is a key to understanding quality leadership and responsiblity within the modern workplace. Corporate Pyramids will only give a feeling of unmannered demeaning, and unjust qualifications of the job. Even if most members of the desk make vastly different wages, put them in a team environment, and they will learn to respect each other more as a team, and then they can effectively solve the technical problems of the company.
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I recently began working on a help desk, and to my experience, the company I work for has one of the nicest setup's I've ever seen. We use a system called CCE 2.0. CCE is a system designed around the needs of the caller to the help desk. It consists of Service Center - A ticket documenation and solution coordination client program that interacts with a database on a local server, Knowlix - A handy web-based solution center, where known issues in programs can be documented in detail, with steps on walking through the user how to fix and get through the problems on their own machines. As the help desk get's more experienced, most issues are covered in the knowlix entries, and therefore even if the Help Desk analyst is new, they have a detailed quality solution that they can walk the customer through, adn solve their problems. This does not mean that anyone can do the job
Ever hear the phrase, if it doesn't make business sense, it probably makes no sense. Well that applies especially on the help desk. I went to a school where the philosophy of 1/3 Personal Skills, 1/3 Business Skills, and 1/3 Technical skills was the philosophy for a quality candidate in any tecnical area, not just the help desk. Yes, discriminate on things that are pertinent to the business, such as history of work ethic, experience, ability to deal with problematic customers, and providing answers, even if you can't provide possible solutions. Obviously don't discriminate against age, gender, religion, or any of the usuals, but that doesn't mean that you can discriminate on things where everyone plays on a level field.
The combination of using a system such as CCE 2.0, and carefully selecting quality candidates for the role of help desk are 2 of the 3 keys to successful e-business for the next 20 years. The third key is Team work. Focusing on the team, rather than the individual is a key to understanding quality leadership and responsiblity within the modern workplace. Corporate Pyramids will only give a feeling of unmannered demeaning, and unjust qualifications of the job. Even if most members of the desk make vastly different wages, put them in a team environment, and they will learn to respect each other more as a team, and then they can effectively solve the technical problems of the company.