Basic Help desk operation

1. Etiquettes of Help Desk
Executive
Sasikumar Natarajan
Educationalist & Hospitality Trainer
SASIKUMAR NATARAJAN
EDUCATIONALIST & HOSPITALITY TRAINER
1

2. Person who assist the customer remotely by Email,
phone call or in person. Also He/She may provide
support to their clients and helps in resolving their
customer issues.
SASIKUMAR NATARAJAN
EDUCATIONALIST & HOSPITALITY TRAINER
2
Who is Help Desk Executive

3.  Grooming
 Greeting
 Smiling Face
 Pleasing Answers
 Time management
 Follow up
 Work update
 Feed back
SASIKUMAR NATARAJAN
EDUCATIONALIST & HOSPITALITY TRAINER
3
Etiquettes of Help Desk
Executive

4.  Telephone etiquette
 Ticket management
 Action plan
 Work allotment
 Scope of Work
 Service level Agreement
 Pricing
SASIKUMAR NATARAJAN
EDUCATIONALIST & HOSPITALITY TRAINER
4
Job knowledge

5.  Answer all tickets in short time
 Provide a potential answer
 Create Customer request ticket
 Document management
 Follow the status of Job
 Walk customer through problem-solving process
 Follow up with customers to ensure issue has been
resolved
 Run reports to determine frequent problems that continue
to occur
SASIKUMAR NATARAJAN
EDUCATIONALIST & HOSPITALITY TRAINER
5
Duties & Responsibilities

6. THANK YOU
SASIKUMAR NATARAJAN
EDUCATIONALIST & HOSPITALITY TRAINER
6
HELP DESK EXECUTIVE