newszine

Setting up and Launching a Remote Office

2 years ago Hutch Morzaria 0
In the early days of my career I was responsible for setting up an operation in a different city. It was a great opportunity for me and something that I really wanted to succeed in, however looking back on that person with the experience I now have. Well, lets just say that I was very Read More

WHAT IS A HELPDESK?

4 years ago Hutch Morzaria 0
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss Read More

Technical Support and Tiered Support Levels

6 years ago Hutch Morzaria 0
In Customer Service and Technical Support it is all about getting that client issue to the right person (based on skills and language) as quickly as possible and ensuring that you meet or exceed your SLA. Now this can be accomplished through a variety of different methods and depending upon the size of your contact Read More

Managing Technical Teams

9 years ago Hutch Morzaria 0
Managing technical staff is becoming more of a challenge daily.  Even more so, when your staff are MORE technical than you are – which to some extent is expected … you are a manager and responsible for multiple area’s of the company, they are specialists and able to focus on their area to the exclusion Read More

What is a Helpdesk?

11 years ago Hutch Morzaria 0
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss Read More

Communication and Customer Service

11 years ago Hutch Morzaria 0
An extremely funny story that demonstrates the importance of listening to your customers. This is some correspondence which actually occurred between a London hotel’s staff and one of its guests. The London hotel involved submitted this to the Sunday Times. No name was mentioned. ————————————————- Dear Maid, Please do not leave any more of those Read More

Internal & External SLA’s

11 years ago Hutch Morzaria 0
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers. I know it sounds self-evident doesn’t it, but there is no end of organizations that I’ve dealt with where customers are offered a 4hr SLA Read More