Procedure of Help desk standard operating

Companies use standard operating procedures to document the steps necessary to deliver or complete a particular process or task. In help desk terminology, the SOP describes how an operator should handle a customer inquiry. This allows staff to manage all responses in a structured and uniform way, from initial contact to problem resolution.

First contact

The customer calls the help desk service and describes the nature of the problem. Front-line analysts use tracking software to collect identifying information, such as customer contact details, the nature of inquiries or complaints, and the location of the problem team. Also, take note of your account / product details, such as model number, license agreement, or account number, before queuing up your customer for the appropriate support center.

Assign priority

The first interview evaluates and assigns call priorities according to the criteria established by the company. Priority labels can include company failures, critical situations, recurring scheduled services, planned events.

Create a Ticket

A customer can have multiple problems with different problems and equipment. Employees create individual issue tickets so they can move each issue individually to the appropriate center.

Documentation

Computer systems that track data provide immediate access to technicians who need it. By following the steps in the document, the next technician or manager can see what happened to the ticket so far.

Problem Solving

The goal of a help desk analyst is to solve problems and satisfy customers. It requires a clear understanding of what the customer wants and, in some cases, what he did to get himself into this situation. A SOP will be created to capture this information. The analyst can suggest a solution. Sometimes this means replicating the problem yourself and working to resolve it.

Communication with the Customer

Customers expect to be sure that the problem is resolved without being overlooked. Corporate protocols are generally configured to require analysts to call clients regularly to contact them regarding their concerns. They document every communication with the client.

Problem Escalation

The steps will help you move the problem to a more advanced and experienced team if the initial level of help does not resolve the problem quickly. Some companies have two or three levels of technicians to solve problems in a particular technology area.