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organize and manage a Help Desk function

Personnel in Technology

I have to write a paper describing the following "how would you organize and manage a Help Desk function for your own work organization - or some other organization you may be familiar with. Include: (1) An explanation of why it is needed; (2) What type of help desk do you propose and why; (3) What technological infrastructure would it need; (4) How would you organize it; and (5) What management procedures would you use to run it efficiently. If references are used I have to be able to site them. Thanks

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I have to write a paper describing the following "how would you organize and manage a Help Desk function for your own work organization - or some other organization you may be familiar with. Include: (1) An explanation of why it is needed; (2) What type of help desk do you propose and why; (3) What technological infrastructure would it need; (4) How would you organize it; and (5) What management procedures would you use to run it efficiently. If references are used I have to be able to site them. Thanks
Help desk function is a part of Customer relationship marketing strategy. CRM is comprised of three business areas; sales, marketing, and customer support. Since these three vital components drive the business the CRM and OCSO processes should be a combined initiative and implemented as one unit each complimenting each other. All information should be stored in a central location and easily accessible from anywhere. The CRM and OCSO applications should be developed to tie into the existing business infrastructures/systems (existing website, intranet, extranet). This way the Marketing, Sales, and Customer Support Departments can readily access information such as; who has purchased what online, who has returned what online and why, customer profile sales tracking, customer information to create sales funnels, and stored customer support questions and answers. The ...

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This explains the ways to organize and manage a Help Desk function

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