By Nathan Carpenter and Ryan Tucker
"The introduction of new services is inevitable. Providing excellent support requires collaboration from the early planning stages through implementation and beyond."
This article emphasizes the importance of communication and collaboration between service managers and the Help Desk. A relationship needs to be built between these two parties for an IT organization to roll out a successful new service.
The Help Desk is the face of the organization and must be advocate to their customers; they are expected to be able to correctly address concerns and questions from people. Help Desk Representatives build the company’s reputation and it is vital that they know what they are talking about.
This is where the term "being at the table" comes in. "Being at the table" changes the way help desk representatives are involved in discussions revolving around the project. A help desk representative is now assigned to nearly every major project served by a company; here they serve as both an advocate for the help desk and all their customers.
I think that the idea of "being at the table" is excellent. If the Help Desk representatives are not informed they could be giving out false information, making customers more confused than they were before. I think keeping help desk representatives informed as well as keeping a strong relationship is the way to build a successful company.
After reading this article; it is good to see that times are changing and improvements on communication and management are being made. People cannot perform their jobs well if they don't know what’s going on behind the scenes.
~Luisa
No comments:
Post a Comment