by Heitor Meloni
Cesla Sustainability Analyst
Currently we have observed a great growth in the technological area, where service areas have evolved to provide a more specialized support. Today we will talk a bit about our Help Desk, or as we like to call it: support team.
What does the Help Desk do?
The Help Desk is a fundamental area not only in our company, but in all companies. It is the department responsible for offering support to users, in our case: of systems and software. This service is especially important when it comes to workplace safety, since employees often have to deal with difficulties and problems that can affect the productivity and safety of the company as a whole.
Aiming to build a support hub offering greater technical knowledge, the Help Desk team was created including professionals from the most diverse technological specialties. This way, we seek to bring together the best support experience for our customers, using customer experience techniques (translation: user experience) and all the software knowledge to follow up on the requests coming from our users. Thus, we perform verifications and several tests in environments with the objective of analyzing and mapping the situation presented.
We are also responsible for the link between the user and the Development team, understanding and taking the demands to the developers in a clear way, seeking to bring an intuitive improvement in the tools usability.
Challenges
At CESLA, we always seek to understand more and more about the area of safety at work and how our support can optimize the time of the safety technicians when dealing with them, always considering the employee's safety as a priority.
Another challenge faced by Help Desk professionals is the need to keep up to date with new technologies and market trends. This requires that these professionals participate in constant training and qualification, so that they can offer quality support to users.
Step by step of our service flow
The service flow within the Cesla Help Desk team follows these steps:
- Opening the call: The customer contacts the support through the available channels such as phone, e-mail or chat. The help desk agent records the customer's information and the reported problem.
- Situation diagnosis: The help desk agent analyzes the recorded information to identify what the problem reported by the customer is.
- Solution attempt: Based on the diagnosis, the agent tries to solve the customer's problem. To do this, he can search for information in knowledge bases, manuals, or ask for help from other team members.
- Escalation: If the solution is not found, the agent forwards the call to a specialist or to the Development team.
- Follow-up: After the problem has been solved, the help desk agent follows up with the customer to ensure that the problem has been solved and that the customer is satisfied with the service received.
The service flow within Cesla's Help Desk team seeks to ensure that customers receive the best possible service, with fast and efficient resolution of reported calls.
Our team is always ready to provide quality technical support and solve the demands in a fast and effective way. Do not hesitate to contact us whenever you need us.
We are here to help you.
