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adequate technical support

The 5-7 most important strategic things that a company can do to ensure that its IT users get adequate technical support. Please be as specific as possible.

This article reflects a lot of this ambiguity:

"Help is Only a Phone Call Away! How to get good service" by Russell Hoffman (http://www.animatedsoftware.com/misc/stories/jobs/dbmscntr.htm)

A while ago, TechRepublic ran a series on how to set up and manage help desks. You can read the series here:

"Setting up a successful help desk--physical considerations" (http://articles.techrepublic.com.com/5100-10878_11-5112459.html) and

"Try these efficiency strategies when setting up a successful help desk" (http://articles.techrepublic.com.com/5100-10878_11-5112468.html).

You might also check out "Setting up a successful help desk" (http://techrepublic.com.com/5208-6230-0.html?forumID=14&threadID=146 337
&messageID=1623851).

So the information is out there. And more -- for example, consider this website:

http://www.helpdesksurvival.com/

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The most important strategic things that a company can do:

1) Understand the needs and requirements of the customers, i.e., IT users and hire the right kind of personnel in the technical support division. This is extremely necessary to ensure that the technical support is able to handle all kinds of requests and address issues with in-house capabilities in an efficient manner. Lack of skill sets or knowledge among technical support staff can really cause frustration among the IT users and they may not be satisfied with the support.

2) Train the technical support staff to handle all kinds of requests in a prompt manner: The technical support staff should be extensively trained to handle all kinds of requests with efficiency and respond to queries and problems as ...

Solution Summary

Discuss strategic ideas to ensure that IT users get adequate technical support

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