The service support chain to solve a particular customer’s problem usually flows from helpdesk to technician/engineer to field support representative (FSR), or some variation. What we want to focus on in this article is the support request that involves the FSR and requires good notes in the call history from both the helpdesk person and the technician or engineer.

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Whether your helpdesk services external customers or internal employees you need to make sure that you have a clear Service Delivery policy that is plainly written and easily accessible to all who have a reason to use your helpdesk.

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This article highlights the absolute importance of the service desk team members asking the right questions. Reasons abound to support the importance of asking the right questions. This article examines some of the most popular reasons and theories.

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