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Help
Desk Dictionary on BlueprintAudits.com > E |
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| effectiveness - The ability
to completely and accurately deliver support services to a customer. |
| efficiency - The ability to quickly deliver support services to a customer. |
E-Mail - Electronic
communication in the form of notes or letters addressed to a recipient
from a sender. |
| emotional
intelligence - Self-awareness, self-regulation, motivation, empathy,
and social skills. |
| employee
motivation - The factors that cause and direct help desk staff behaviors. |
| end user -
The consumer of a service or product. |
| end
user computing - The process of managing computer resources that
have been distributed to the end user environment. |
| enterprise
support - A support organization that provides help desk services
across all locations and departments of a company. |
| error
rate - The number of defective transactions or steps in a transaction. |
| escalate - The process of alerting management or technical support partners
of an
incident that has exceeded service level targets or requires management
involvement to resolve. |
| e-support - The process to eliminate calls to the help desk by providing alternative
methods to obtain support. |
| expert
user - An end user with specific knowledge of an application or technology
who provides initial support within a location or department. |
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