Help desk requires competitive people that will ensure the best quality of customer
service. Help desk should provide customers the right solutions to their inquiries.
Help desk associates
Help desk associates provide assistance to clients that use applications and software.
They give solution to user problems on the phone and answer the questions and inquires
of customers. Answering these queries is the main responsibility of help desk associates.
They just don’t answer questions but they should also ensure the satisfaction of clients.
By communicating professionally to the customers, and giving the right details in a
simple and clear manner, help desk associates can satisfy clients in an instant.This unit in
help desk team documents and records the calls made by customers and other related
Project manager and techinical support
One of the essential duties of the project manager and technical support is to resolve
more complex problems and technical matters. They also track calls and analyze the
system change requests. Product manager can define business rules, assess requirements
of technology, configure software applications. Technical support also develops
configuration designs and other complex implementation of projects.
Project managers are solutions oriented experts that focus on customer and technical
support in the field of communications. They basically specialized in troubleshooting and
managing the project requirements. Project managers should be committed in providing
great service to the clients. Leadership is also needed. They need to have the people skills
in order to maintain good relationship with their team. Project managers must initiate
goals for help desk team and make sure that tasks are implemented properly.
Help desk task needs diverse people to be able to serve satisfied customers. Help desk
associates and project managers/ technical support are different units in IT department
that helps build an organized communication system.