Helpdesk Support Structure

18_B.jpg

The function of a helpdesk is to act as front office, as contact point for the customers and also to discharge the downstream areas in their communication to the customer as intermediary. The more distinct this task is, the further its processes extend to other core processes of the IT Management. With the aim of being consumer-friendly - offering a fast, friendly and professional solution - the HelpDesk has the important task of dealing with and solving a large number of disturbances and consumer inquiries directly. The existing qualification offer and individual technical advice are provided by a neutral Support-Hotline at no cost. In addition to a proprietary telephone number potential clients can register their problems via a web-based form. At this a HelpDesk solution assists. Furthermore it helps to coordinate and create the existing activities more transparently.

Short description: 
Implementation of a helpdesk solution
Partner: 
County of Osterholz