Making a phone call to the service desk as purposeful run for both parties, the employee must systematically guide the user through the conversation. Through real listening and clever questions the service desk staff takes all the important details, which allows a rapid solution in the interests of the customers. 9. properly document: sometimes concern the user from the service desk can be solved. Then, the incident being transferred in accordance with the escalation procedure to a downstream support group, the so-called 2nd level. Must be a high quality of documentation in the service desk to include level to the 2nd most efficiently with. Everything important to environment and interference at the user shall be, documented succinctly to the 2nd level immediately with a secondary analysis can start without repeatedly having to ask users. You can practise proper documentation in the service desk to more effectively make the interface to the 2nd level.
10. do not save on the working atmosphere: service desk staff are daily exposed to a high workload. A work environment that enables regular breaks and exchanges between colleagues, promotes the work ability of the team. Skilled and communicative leaders who are close to the team, create an open, productive atmosphere. You permanently support the identification of the employees with the job and raise the motivation. The social skills of the team leader is just as important as that of the service desk staff to make a powerful team. About the COC AG:, The COC AG is an experienced IT service provider with a comprehensive range of services in the field of information technology.
The company is specialized in the optimization of it. By improving existing technologies, processes and procedures, the COC AG is the their customers Way to cost savings and competitive advantages. IT infrastructure management, IT service management and the development of applications and solutions belong to the professional core competencies of COC AG. Flexibility, reliability and trust are the basis of cooperation for all customer projects. The COC AG as a strong and reliable partner for the entire IT lifecycle is positioned with references from a variety of national and international projects, continuous staff training and certifications from renowned manufacturers. The COC AG employs approximately 170 people at 5 locations in Germany and Austria.