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Submitted By rtempleton
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Module 2: Case Effective support for information users

ITM 301: Principles of Finance

Date: 25 January 2011

Effective support for information users
In this module I will address the question of “What are the five to seven important strategic things that a company can do to ensure that its Information Technology (IT) users get adequate technical support”.

"Our clients know, within minutes, if their customers are unsatisfied with a service call - and they can react accordingly." says Anthony Lacopo, President and CEO for Utopia Image who believes that real-time service is of great value to the merchants. "Great service providers increase loyalty by constantly measuring service quality and adapting their customer assistance service in real time, which is drastically different than counting the number of tickets closed or resolved. Don't confuse customer satisfaction with customer service."

The five strategies that I feel are most important to having an effective helpdesk and which will afford user with the most desirable technical support are the areas which I will discuss in more detail below.

The first area is to train & empower help desk agents. “Complacency is the biggest challenge we face today,” says Technical Support Manager Drew L. Jaehnig of the Defense Information Systems Agency ( “Education and an infusion of enthusiasm for change are the best ways to overcome that challenge. Make training a priority and be sure that the team understands the importance of their role.” (

Training is of paramount importance. Training may seem costly, but your return on investment with higher-skilled individuals leads to higher morale, faster incident resolution, and a significant reduction in the amount of billable hours. The single most cost-effective improvement in an…...

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