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this is frist queastion

 

Consider this assignment and post your opinion on ONE of the following questions.

  • Do formal written procedures enhance or hinder the ability of help desk personal to assist users?

this is second question

Complete the main portion of this assignment as outlined below. When applicable, adhere to APA formatting and reference guidelines.

One of the most important tasks performed by quality help desk organizations is effective follow up of open support issues. Your supervisor has asked you to explore effective methods to ensure users are supported after the initial call.

  • Investigate the library and Internet for information about help desk procedures that will enhance the quality of follow-up support.
  • As part of your response to management:
    • Describe the improvements you can suggest to enhance follow-up support to users.
    • Identify a scenario to illustrate how your enhanced procedures will improve follow-up support
    • Discuss the benefits the company will realize based on the improved quality support.
  • Include at least 1 reference to research sources.

Grading Rubric:

 Rubric Item Requirements Points
 Response to Question(s)Student answered the question(s) fully and intelligently, and used the text as support for response(s).30
 ResearchStudent included at least one reference to research sources and cited all references using APA format.5
 Writing QualityStudent used correct grammar, spelling, punctuation, and format.5
 InteractionStudent responded with at least two quality follow-up posts to other students. 10
 Total Points 50
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