Authors : Gurleen Kour; Sonika Mahajan

Volume/Issue : Volume 8 - 2023, Issue 7 - July

Google Scholar : https://bit.ly/3TmGbDi

Scribd : https://tinyurl.com/2p8h2324

DOI : https://doi.org/10.5281/zenodo.8217287

Abstract : The IT support desk is a crucial component of any organization, as it services as the primary point of contact for resolving technical issues and providing assistance to end-users. This research paper delves into the challenges faced by IT support desks, explores strategies to enhance their efficiency, and identifies best practices for improving customer satisfaction. The paper examines various aspects, such as process optimization, technological advancements, knowledge management, employee training, and customer engagement, to present a holistic approach to optimize IT support desk operations. This abstract explores the importance of IT help desks in increasing organizational productivity and efficiency. The abstract highlights key aspects of IT support functions, including problem solving, incident management, communication and customer service. It focuses on how the support department acts as the primary point of contact for users, guiding them through the troubleshooting process and resolving technical issues quickly. The role of technology such as ticketing systems and remote assistance tools in streamlining help desk operations is discussed. The abstract emphasizes the role of the support department in maintaining the knowledge base and documentation repository that helps quickly resolve recurring issues and allows users to find self-help solutions.

Keywords : SLA, CSAT, SCR, Remote Support, Service Request, Chat Support, Incident, Ticketing System.