Plunks Posted February 10, 2013 Share Posted February 10, 2013 I have recently started my first IT helpdesk role and I have noticed that there is no sort of documentation or database for faults/trouble shooting which more often than not requires putting the customer on hold, hunting down someone from software engineering or sys eng to get an answer for the fault that is occurring I was wondering if anyone has suggestions on a program or a good way of localizing all this information for easy access whilst dealing with customers? Seems to be that finding the answer slows down not just me, but everyone in the support team. The management team at work seem to be fairly open to suggestions on changing processes and anything that speeds up customer support I think would be welcomed. Thanks in advance Quote Link to comment Share on other sites More sharing options...
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