In the world of Information Technology, Support Specialists work with a wide variety of end-users, whom we sometimes refer to as customers. Many of them are unfamiliar with computers and how to troubleshoot issues relating to their software. Providing customers with documented tutorials and on-going training sessions, also referred to as in-services, will improve computer literacy by educating end-users on department software and basic computer knowledge, improve the communication processes, and increase productivity, thus boosting user confidence and morale.
As a Support Specialist, I have firsthand experience with the communication barrier between customers and IT Professionals. Many employees receive training in their field, but rarely do they possess basic computer knowledge to function outside of the department software. The lack of computer literacy contributes mostly to insufficient training or the lack thereof. Consequently, when reporting issues to IT Support, the customers’ unfamiliarity with fundamental computer knowledge makes communication difficult between the two, thus effecting efficiency.
Implementing on-going training will allow customers to become more knowledgeable on relevant software and computer skills. Informed customers have a much better understanding when they comprehend the general synopsis of an issue. When customers develop a broad knowledge of what’s going on and begin to recognize how computers function, their overall method to problem-solving will be a more informed approach. Understanding basic computer terminology or computer talk has many advantages for all parties involved. When customers comprehend what’s taking place, they have a better understanding of what’s being asked and can verbaliz...
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...the educational gap but also allows the IT professional to see how customers use the software daily. In-Services allow the IT Professional to also understand the verbiage customers use in their every day processes and routines. Understanding their work culture allows the trainer to better incorporate terminology into classes and documentation that better relates to what they are familiar with and vice-versa. The creation of tutorials not only helps the customer to understand on a more personal note but also to retain that knowledge to train future employees. Once customers have the know-how to present information effectively, the new knowledge will help customers confer information more effectively and allow the IT person to produce quicker solutions. Furthermore, customers and IT Support become more efficient in their business processes by maximizing performance.
Computer based training is effective because it is easy to track, outreach is more efficient with just in time learning, and the content of the training is more consistent than with an instructor-led training (Pruesser,Lynn & Nordstrom, 2011). While Instructor-led training can be more natural for older employees that are not as familiar with technology, it is also easier for the employees that lack the self-motivation or control to ensure they complete the self-paced training. Regardless of the type of training the company chooses the article states that it is imperative for a company to evaluate the type of training utilized for effectiveness (Pruesser,Lynn & Nordstrom, 2011). If it is not working, it is time to consider other alternatives (Pruesser,Lynn & Nordstrom,
Support Quest wants to be able to gain and retain customers by providing superior service. To achieve this, we will allow the customer to choose their preferred form of communication which includes, phone, live chat, or email. We will also empower our agents to do whatever they can to fix the problem. One of the current biggest problems with customer support is that the agents are not able to satisfy the customers. In order to ensure that customers are not taking advantage of our friendly policies, we will create a database to track each
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
NOTE: The majority of the Help Desk Staff will be State University students in the process of achieving their degrees in computer science. The Help Desk will ensure that their academic endeavors have precedence over and roles or responsibilities that they may have in assoc...
1. The implementation of a new customer relationship management system (CRM) aides in maintaining communication with prospective students.
Training: In-house seminars and online training accelerate the learning process of the new systems. Integrated toolbar icons and drop down menus facilitate movement from screen to screen.
The helpdesk specialists are the frontline support for end-users. It is vital that the specialists are adequately trained to support the users effectively. In order to do so they must be fully training is a wide variety of areas. Gomm (2005) suggests that helpdesk specialists are leaving their jobs because of lack of opportunity and a lack of training. In this paper I will propose a training guideline that will support helpdesk specialists in the areas of personal and computer safety, communication skills, problem resolution and incident response, along with procedures for collecting and analyzing computer evidence. Gomm (2005) states that based on the research conducted with 1,000 helpdesk specialists an alarming 66% have no information technology (IT) qualifications, and 33% have not had any IT training within the last 12 months. These findings are leading to helpdesk specialists leaving their jobs. By implementing a training program, as found in this paper, the specialists will be better prepared for their job functions and may be less likely to look to change their job.
Today, hardware is affordable and support is abundant. With these major changes businesses are upgrading and installing complete network systems with multi-site databases and very complex Intranets. Along with the systems comes the support. The options are to have an outside firm support the system or an onsite/internal IT Department.
To take these objectives one step further the help desk should become an asset that provides solutions in multiple forms of media over a myriad of mediums making the end user aware of the tactical support available for different dynamics. A creative approach for solving the pressures commonly faced by help desks is to create a social collaboration on different fronts. This is defined in an ideal sense that an organization will encourage learning through a user group that faces similar issues in everyday tasks or for lack of a better definition...
They have to bear the cost of sending their workers for training in term of information technology (IT) and information system (IS) because some of them does not have a expertise in IT.
This kinds of learning and development opportunities offered to the public not only enhancing the technical knowledge of stakeholders, but also serve as a good marketing device which can build brand awareness and differentiate our people and service offerings from legions of practices in Hong Kong.
Training and development are important factors to the success of any organization. Each employee is a valuable asset that can either add to the success a company or contribute to its failure. Training supports and makes possible the development of new skills and knowledge. Offering training for employees at various levels within an organization assist employees develop the necessary skills and proficiency to be successful in their careers as well as prepare for new responsibilities.
A learning organisation uses learning in a day-to-day manner. The focus is clearly on the job. It identifies and resolves problems as they occur, attempting to harness each situation and learn from it. Consequently, it ensures that all learning derived is stored, classified above all, used when confronted with a similar situation in the future.
...ing as well as supply hands on experience that I can confidently apply when helping others. I am fully confident that this program will equip me with the optimal tools for solving problems.
They can enriches and increase the customer value proposition and bring out supper productivity. Through the re-education and training course, all of employee gain the powerful in productivity and knowledge.