IT support engineer. An IT support engineer addresses advanced technical issues that are beyond the scope of a technician or analyst. They often specialize in specific areas, such as network troubleshooting, server management, or software development. Their expertise is crucial for resolving escalated ...
What is a deal desk and how do you set one up within your own company? Find out more about deal desk analysts and metrics with this guide.
Carol is working the help desk when she gets a call from Keisha, a supervisor in Payroll. Keisha is trying to log into the employee payroll and time tracking software to approve some timesheets. When trying to log in, she gets an error message that says “unable to connect to server”. ...
A help desk, in the context of IT, is a department inside an organization that is responsible for answering the technical questions of its users. Most major IT companies have set up help desks to respond to questions from their customers. The questions and their answers are usually transferred...
What is helpdesk software? Helpdesk or service desk software is a customer service tool that empowers contact centers to track, organize, and resolve customer queries from various touchpoints in one centralized location. Helpdesk solutions usually consist of a ticketing system, an inbox, an assignmen...
A major portion of an application support analyst's job involves providing technical support for all of the applications a company uses. Maintaining software is another important responsibility of an application support analyst, and one usually creates a maintenance plan. Although the analyst may apply...
Automate responses for the most common IT service desk questions including informational and transactional requests. Remind an employee to submit an expense report and help them do so. Answer complex questions such as, “Where is the coffee shop closest to the convention center that is open until...
What is the difference between a cloud contact center and an on-premises contact center? How does migrating to a cloud contact center work? Can you share examples of customers migrating to a cloud contact center? Can you show me a cloud contact center, instead of telling me about it?
What is the difference between a cloud contact center and an on-premises contact center? How does migrating to a cloud contact center work? Can you share examples of customers migrating to a cloud contact center? Can you show me a cloud contact center, instead of telling me about it?
Workflow is the series of activities that are necessary to complete a task. Each step in a workflow has a specific step before it and a specific step after it, except for the first and last steps. In a linear workflow, an outside event usually initiates the first step. If the workflow...