[150772] in North American Network Operators' Group
Re: which one a Technical Support or Help Desk
daemon@ATHENA.MIT.EDU (Brett Lykins)
Sat Mar 3 15:01:14 2012
From: Brett Lykins <lykinsbd@gmail.com>
In-Reply-To: <CADr6FMeR-5HwTrg69+n1931VBzh_9nmFbx+h1xzV4n33iCeQ2A@mail.gmail.com>
Date: Sat, 3 Mar 2012 15:00:16 -0500
To: Tarig Adam <tariq198487@gmail.com>
Cc: nanog@nanog.org
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
At a Small-to-Medium ISP I worked for, they went through structuring =
changes like this all the time. But the following seems to be the best =
setup:
First was "Customer Support" which dealt with billing and basic =
instruction (setup mail clients, reset passwords, etc).
Second tier was "Customer Data Support" or CDS, which covered =
troubleshooting connectivity and doing advanced instruction.
Third tier support was the Network Operations Center. CDS escalated to =
them if there was a particularly difficult or CO Equipment related =
issue.
The NOC could then escalate to the actual Engineering department or to =
the CO Repair staff as needed.
--
The nice thing about this setup was that it grew with the company. Each =
of those departments started out as one or two people, but grew their =
own sub-tiers/sub-teams as systems grew and became more complicated.
Also, the name didn't really matter too much to the customer. They =
chose the option for "Problems with your connection or if you need =
technical support" from the phone tree, and we just answered with the =
company's name. We never said "Customer Data Support, this is Brett", =
just "CompanyX, this is Brett"
There are a couple of good System Administration guide books out there =
that give basic Help Desk structuring and reporting paths. They are =
usually geared more towards the enterprise, but some good information =
can be gleaned from them as well.
Hope this helps,
-Brett Lykins
On Mar 3, 2012, at 2:46 AM, Tarig Adam 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.
>=20
> 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?
> And is there any standard structure of this center? And what is the
> relation of this people with other network/software Engineers?
>=20
> Thanks in advance.
>=20
>=20
> --=20
> Tarig Adam
>=20
