Management of Information Systems and E-Commerce

Most companies have their information-technology help desk. The IT help desk is the first to deal with the computer users’ to provide first-line support in the Company, including software, hardware, or other computer systems. It responds to the queries from computer users facing technical issues and any other system errors. Those working on the help desk should have good computer skills and troubleshoot and diagnose the system issues. It doesn’t necessarily mean that they will have all the answer for all the issues or problems that comes to them. In these cases, the help-desk team liaises with senior-level support analysts to help them investigate the situation. The IT help desk is an excellent platform for working in the IT field because it will give you a lot of experience and skills in different companies’ technologies. A successful help-desk analyst should have good customer service skills, effective communication with users to fix their issues and make them satisfied. He/she also provides training for other staff on fault findings and troubleshooting the system errors. ( Bourgeois, 2021)

Operational level tasks in KAP-

  1. Provide extra training for other staff members for primary fault findings and troubleshooting.
  2. Monitor the feedback from users for further improvement of service to resolve the user’s complaints.
  3. They are regularly following up with users to ensure the full resolution of problems.
  4. It helps for auditing warehouse stock management and delivery systems.