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MESA DE AYUDA O HELP DESK

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MESA DE AYUDA O HELP DESK

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MESA DE AYUDA O HELP DESK

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Nay Lira
Nay Lira
Mexico

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MESA DE AYUDA O HELP DESK
 

MESA DE AYUDA O HELP DESKOnline version

MESA DE AYUDA O HELP DESK

by Nay Lira
1

El objetivo principal de una mesa de ayuda es aumentar la satisfacción del usuario final.

2

La tecnología de escritorio remoto permite a los agentes de la mesa de ayuda acceder y controlar remotamente las computadoras de los usuarios para brindar soporte.

3

Un sistema de tickets es opcional para una mesa de ayuda eficiente.

4

La capacitación continua de los agentes de la mesa de ayuda es irrelevante una vez que están contratados.

5

Una mesa de ayuda es principalmente responsable de resolver problemas de hardware únicamente.

6

La documentación crea una base de conocimiento útil para resolver problemas futuros más rápidamente.

7

La recopilación de comentarios de los usuarios no es útil para mejorar los servicios de la mesa de ayuda.

8

La comunicación proactiva con los usuarios sobre el estado de sus incidentes no es necesaria.

9

El autoservicio (self-service) es una forma de reducir la carga de trabajo de la mesa de ayuda.

10

Una mesa de ayuda solo interactúa con usuarios internos de una organización.

11

La empatía y las habilidades de comunicación no son importantes para los agentes de la mesa de ayuda.

12

Una mesa de ayuda es un hardware especializado.

13

La gestión de problemas se enfoca en resolver las causas raíz de los incidentes recurrentes.

 
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