The Organisational Set-Up of a Help Desk - Alen Parker - ContactCenterWorld.com Blog
IT and its associated industries have been growing in a seamless fashion for quite a sometime now. Despite the tumultuous period of the great depression during the late 2000s and the early 2010s, the IT sector continues to sail the sea. Along with the core operations, the peripheral processes in the IT sector are also gaining rapid momentum. The bifurcation of processes such as KPO, LPO, EPO etc. from the conventional BPO processes is one such analogy.
Tech-support, help desk call centres are finding it difficult to keep up with the growing demand. A lot of these call centres are located in the developing world where it is more cost-effective. This growing industry has been a reliable bread earner for fresh graduates across countries such as India, Philippines, Brazil etc. It provides an alternative to businesses worldwide to outsource their non-core processes such as technical support, accounting, etc. at an affordable cost of operation. It relieves the organization from the associated burdens of business management and helps in keeping the focus on the core business activities.
What is a help-desk call centre?
A help desk call centre UK provides single or multiple points of contacts to assist the user with troubleshooting and queries related to the relevant product or service. It is also known as customer support centre; IT support centre etc. It may use certain software applications to keep a record of the issue such as Issue Tracking Systems. The user is prompted to raise a ticket for the issue, which, in turn, gets catalogued in the system to be later resolved or escalated by the assigned personnel or rep.
The organizational hierarchy
A robust call centre has well-structured and segmented organizational tiers in it.
The help desk maintains a knowledge base or FAQ list so that the first level or the basic queries can be resolved without raising a ticket.
The desk side team, also known as the desktop support team resolves issues related to laptops, desktops, relocation of workstations etc. It usually has two teams where the complex issues are escalated to the next level. They are the ones that are responsible for configuring OS for new users, repairing computer hardware, installation of software etc. within the help desk call centres.
The network team is responsible for issues related to network software, attending to glitches in the network infrastructure, switches, backup systems, and firewalls. They mitigate the risks associated with network securities.
The server team is associated with every facet of the server software, network authentication, email accounts, network resources. The databases and the content management system also comes under their technical jurisdiction.
The telecom team in these BPOs looks after the telecom infrastructure such as PBX, VOIP, voicemail setup and configuration.
Publish Date: July 25, 2018 9:28 AM