Business Support Standards & Solutions

Business Support Standards & Solutions
Question
Answered

Question 1 (2 marks)

Elaborate any two features in the good/efficient management of a help desk that you have
learnt from Chapter 6 (Help Desk Operation) from the textbook?
Supplement it with any literature [500 words] Use Microsoft word

Question 2 (15 marks)Use Powerpoint

You have been asked to deliver a short presentation (no more than 5 minutes).
In your audience, there will be senior management as well as help desk team leaders.
You decide on how many slides you need. Anything after the 5 minute mark will not count.
Prepare the appropriate Powerpoint slides or MP4 and submit it as an attachment to the
journal. [If you are submitting very close to the deadline, kindly assure you allow sufficient time
for your file to upload as attachment.]

The help desk section of WombatPhone, a new mobile phone company is getting from bad to
worse. From agents who are rude to your customers, to agents who provide wrong or misleading
information. The help desk needs a revamp. You have been appointed by senior management to
improve support services and maintain standards by outlining a plan on improving/maintaining
level of expertise or support standards. You are required to prepare a presentation to senior
management. Substantiate it with literature (findings, articles, etc).

[An example would be a better communication with customers plan. Tell help desk agents why
this is important, how they can improve themselves and how/why you intend to train and then
measure their achievement. Substantiate it with relevant articles. Explain this need to your
senior management so that they will fund your initiatives.]

The following report card may be useful.
Select any three items of your choice (you can use the communication example above as one,
if you wish) and present two others.
You do not have to restrict yourself to these items as long as you have literature support.