Are calls that are taken at the Service Desk recorded in an electronic system?
服务台接的电话是否记录在电子系统中?
Does the Service Desk advise end users of upcoming expected outages?
服务台是否会通知用户计划中的停机?
Do the Service Desk staff receive adequate training in the use of tools, telephone techniques and general customer support skills?
服务台工作人员是否接受过有关服务台工具、电话以及基本的客户支持技能方面的培训?
Do the number of staff working on the Service Desk change in times of peak load?
是否根据业务繁忙时间段来调整服务台值班人员的数量?
Does the Service Desk provide trending information and customer satisfaction rating reports to Management?
服务台是否向管理层提供趋势分析资料和客户满意度报告?
Does the Service Desk proactively advise users of the status of their calls, when certain time limits are reached?
当到达时间限制时,服务台是否主动通知用户他们的问题的处理状态?
Is the Service Desk the known contact point for all IT problems?
这个服务台是否是所有IT问题的联系点?