[150759] in North American Network Operators' Group
Re: which one a Technical Support or Help Desk
daemon@ATHENA.MIT.EDU (JoeSox)
Sat Mar 3 10:05:48 2012
In-Reply-To: <CAP-guGWODVCoPL5dG6Gq38t+mR3U5m-A9ojBeZixjSa60=2cgQ@mail.gmail.com>
Date: Sat, 3 Mar 2012 07:04:52 -0800
From: JoeSox <joesox@gmail.com>
To: nanog@nanog.org
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
Go with 'Technical Support' unless you want to take all sorts of calls
with end users wanting help on operational training issues.
THIS DOES HAPPEN!
--
Thanks, Joe
On Sat, Mar 3, 2012 at 6:56 AM, William Herrin <bill@herrin.us> wrote:
> On Sat, Mar 3, 2012 at 2:46 AM, Tarig Adam <tariq198487@gmail.com> wrote:
>> I am working for a new Small ISP and we are trying to establish a
>> center for receiving technical calls and inquires from customers and
>> the technicians in this center may do some basics troubleshooting.
>>
>> What is the suitable title for this center and what we should call
>> this people who do this job? Technical Support, Helpdesk, or Call
>> Center. does each term has a specific meaning?
>
> Hi Tarig,
>
> For what it's work, I think of the terms this way:
>
> Help Desk: The place I call when I need my employer's IT department to
> fix my broken computer.
>
> Call Center: The place that wants to administer a telephone survey
> while I'm trying to eat dinner.
>
> Technical Support: The place I call when a technology product or
> service malfunctions.
>
>
>> And is there any standard structure of this center?
>
> Varies with size. At one end of the spectrum you have 3 phones with
> call distribution from the tech support number. At the other you have
> a dedicated office building containing staff with product specialties.
>
>
>>And what is the
>> relation of this people with other network/software Engineers?
>
> The engineers are second or third tier support. When Tech Support
> can't solve the problem, Tech Support calls an engineer for help. Once
> the engineer does his magic, Tech Support verifies it and then
> responds to the customer.
>
> Regards,
> Bill Herrin
>
>
> --
> William D. Herrin ................ herrin@dirtside.com=A0 bill@herrin.us
> 3005 Crane Dr. ...................... Web: <http://bill.herrin.us/>
> Falls Church, VA 22042-3004
>
