How to organize a multi-level help desk

The organization of a help desk service for support and assistance in a company is essential in order to provide an efficient and quality service to users and customers. Many companies structure the help desk service in a single level, with various problems in terms of the management of requests that are handled by the same operators without distinction. As the company grows and the number of requests increase, this system goes into crisis, leading to problems in providing effective assistance. 

For this, it is necessary to move towards multi-level support systems. 

What is the help desk?

The IT help desk can be confused with customer care, but they are two different things. The first, in fact, provides targeted support to the customer on specific and more complex issues, while the second offers generic support without the necessary specializations.

The help desk, also known as the service desk, is the first point of contact through which a company offers support, help and advice on problems and issues relating to services and products. 

A help desk is a software that allows you to manage relationships with your customers, where this is shared by all the resources dedicated to customer care. A company can have several points of contact, such as live chat, email, a toll-free number, social networks or ticketing. Without a help desk, the company will find itself managing these channels independently without coordination. 

With the We Are Fiber help desk services, all operators can work on the same control panel to manage your customers' contacts in a coordinated manner. Each request will be assigned to an operator, with the result of optimizing time and resources. 

The advantages of a multi-level help desk

The problems and requests of customers vary greatly, making a multi-level help desk crucial indeed. When a request for a simple and standardized problem is received, the operator can provide sufficient information and is able to solve the problem in no time. In this case, the customer gets the solution to the problem, while the operator optimizes the time available and is free to answer other phone calls. 

If, on the other hand, the matter is more complex than expected, the operator can take charge of the caller's request and transfer this directly to the specific office that has more in-depth knowledge on the issue. Internal staff then evaluate the request, consult the necessary material, take notes and call customers back based on the importance and urgency of the requested intervention. In this case, it is referred to as a first level help desk.

Second level support is the condition in which the operators deepen the nature of the problem in real time and try to solve it directly online. If the issue requires intensive analysis, since it is difficult to identify what is required to overcome the problem, a so-called ticket is opened. The problem is then transferred to a more technical staff member with greater skills who, subsequently, will contact the customer to inform him or her of the resolution of the issue.

We Are Fiber is able to offer a first and second level help desk service for every need, active 24 hours a day and 7 days a week. We never sleep, so we are always by your side and guarantee your customers maximum satisfaction.

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