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Help
Desk Dictionary on BlueprintAudits.com > H |
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handling
time - The time an analyst talks on a call plus any after call
work time. |
help
desk - An IT function that provides technical support to end users
to resolve problems, provision service requests or how-to information. |
| help
desk director - The person responsible for setting the strategic
objectives and budget of the help desk. |
| help
desk management - The process of predicting and hiring the right
number of skilled analysts and utilizing them at the right time to
meet
service level objectives,
maintain customer satisfaction and provide quality services cost
effectively. |
| help
desk manager - The person
responsible for the overall management of the help desk day-to-day
operations. |
| hierarchical
escalation - The process of escalating a problem to management due
to a service level breach. |
| hold
time - The average number of seconds that an analyst places customers
on hold. |
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