Questions on the Help Desk

Do you think it is useful to record the incidents of the computer system? Why?

 Yes, because it allows us to carry out an analysis of the follow-ups and solutions of the indecencies, to later have a basis or guide that helps us in the next ones that may be presented to us. This analysis is important because in addition to being a guide, it allows us to see our mistakes and, based on them, apply new methodologies to improve. On the other hand, recording incidents helps us to monitor workers, since it is patented that the customer was truly served and, for the latter, it serves as a guarantee.

What do you think a methodology can contribute to this field of computing?

In my opinion, for a help desk to function properly it must have a service mechanism that provides respect, security, kindness and patience to the customer on the part of the staff; good care is essential. The person in charge of attending the help desk must have the required knowledge and must show confidence when speaking. This knowledge will allow you to act with agility when faced with problems. Finally, it is important to highlight that a good organization will be of great help; keep tools in place, have safety implements close at hand, and have a good presentation.

What is the use of support technicians being organized by levels?

The importance of this organization is that it helps to optimize time. By having someone who may not have deep enough knowledge to solve a problem, but if general enough to redirect it to another colleague, good teamwork is achieved that ends up resulting in good time management. In addition, the fact that there are technicians capable of specializing in a certain area makes the work as efficient as possible.

What are the drawbacks for a technician to attend user notices directly without using the established incident communication means?

In the event that this were to happen, in the first place, we have that this incident would not be registered, so all the benefits of performing this action (registering the incidents) would be lost. And, on the other hand, the client would lose any type of guarantees from the company, since he is only having contact with the technician.