Jul 30, 2009

Convert Service Desk as Single Contact for organization

The idea actually come from Digg ,where it explore the possiblity of utilise organization existing infra. With a mature capabilities of their service desk , it will have more opporutnity to provide communication and extra workflow to the organization.

Deviation of a standard operation such as logging customer request or incident for a IT point of view. Now it able to extent the scope of the service through out whole organization.

With a proper service desk inplace such as a mature process and automation , it will bring more benefit such as
Reduced Confusion - With a single point of contact for organization , either internal and external party with help from them is able to get a correct information instead of what it is being route and passing through different organization. For example a big organization which having multiple sub-company. through merging and acquisation. It will be a big problem if 1 potential customer call to askfor info and receptionise is not able to provide them the information directly instead of passing from a internal department out to external sub-company and go on and forth.

Improved Communications - Service Desk is equipment with people with skill such as listening ,analyst hence they are able to understand what customer need and address issue into a proper manner the nest business more effective and react to outside world. As what i know there are people in who good in handle their job but don't have proper skill to analyst cusomter requirement.

Minimize interrruptions for back-end people -So that they are able to perform their job effectie and let the customer handle and call response to Service Desk. Instead of 8 hour working they septn 2 hour listen to phone and 1 hour to digest what user need.
Metrics measure on business - With Service Desk handleing all call from in and out , they are able to measure the KPI and process improvement can be done on a single department as well instead of going through inter-company. It also to create income for the department through charge back to respective department.

Timeliness - Help ensure that calls are escalated when not addressed in a timely manner. And also able to reduce frusrtration when call is bounce around

Jul 27, 2009

If you don't know , just ask don't guess

Today while i being wonder whether can i upgrade my new desktop , while asking around people how to handle those

Branded Machines such as HP ..

Because it come with Window Vista Basic in a 1GB memory size it just really not enough for me as a power user.

So i call up to Support Center and ask them on how to go about buying a new memory module.

Service Desk- Actually we don't provide upgrade for this model but you can actually put this upgrade by yourself

Mg- But there are a warranty sticker at the back of the casing ,if i buy it and fix it myself will it get void ?

Service Desk - Nope, that warranty sticker is for 1 week 1 to 1 swap in case of hardware failure.

Service Desk - Again , if you want to sent back for repair in case of any failure in future , please put back all orginal part

will do , we will take care of the rest.

Mg- Good..it is what i'm looking for..

Service Desk - Is there any other thing which i can help you on that ?

Mg- No you already answer all my doubt

Service Desk - So Mr Mg here is your customer id , pleasee use it next time to enquire about your product too.

Mg - good.. (A satisfaction sound)

So don't guess , if you don't know please ask.

Jul 13, 2009

Online Virus Scanner collection 13/7/2009

Usage of internet is increasing no matter in bad economic or good economic.

Email , Surfing , Photograp, Technology , Transportation , Blogging and etc do need to involve in internet

The more we rely on internet , the most risk we might be intach with , compare with last 10 year ago a new virus is spreading in US and no other part of the world is getting infected.

But nowdays with internet linking people all globally ,1pm we have a trojan spreading in A company in Australia , at 1.01pm there are 10 or even 100 pc getting infected

in Japan , Malaysia , India and so on .

In order to get ourself passively protected.