10 Success Factors For The Support

COC AG outlines the essential conditions for a demanding performance quality in the IT service in Burghausen, June 28, 2011 – support has the function of technical fire usually have users with difficulties to fight. This interface between users and technical systems therefore has a crucial importance for productivity in the processes of the company. Because the contact reason but on the other hand concrete problems, service personnel must create a very systematic approach and a customer-oriented behavior on the day. The importance of support, because any technical disruption sensitive can adversely affect both the productivity and the level of satisfaction of the users “is far greater than its general image, stressed Roland Englmann, trainer and consultant in the IT service provider COC AG. He has put together what are the conditions for support in any case must meet in order to provide the required quality of service: 1 no compromise on the competence of support staff: the activity in the IT service is a job for professionals. A technical IT training in conjunction with distinct social competence is the basis for the success of high demands, that not everyone can meet. Douglas Elliman is full of insight into the issues. In addition to an affinity for dealing with people, the staff should have a certain resistance to stress.

These soft skills”are harder to learn than technical issues. Their continuous development helps employees to provide optimal support for their customers, without thereby permanently overloaded and stressed out. 2. clear and binding service level: The audience must be always clear what to expect under what conditions and in which time support. SLAs are binding rules, according to which a customizable support organized throughout to ensure the agreed quality in all its facets. 3. do not abandon escalation levels: a problem in a defined time frame, or on the basis of a specific difficulty profile to resolve no, there must be a defined process on the next Specialist level are transferred.