Suljettu

Help Desk Process

I have a Help Desk that provides support for computers, printers and peripherals (Information Technology).

I requiere somebody to write our internal processes. These processes are the following (They are in Spanish - Following is the English Translation):

â?¢ Service Desk

� Proceso de atención de llamadas

o Scripts de atención

o Argumentos de atención para incidentes con repercusión masiva

o Organización de grupos ACD

o Métricas de desempeño

â?¢ Procesos de alta y seguimiento de solicitudes de servicios e incidentes

o Autenticación de contacto

o Definición de estados de solicitudes de servicio e incidentes

o Categorización

o Tipificación

o Prioritización

o Escalación

o Tiempos de respuesta

o Acuerdos de nivel de servicio por servicio

o Troubleshooting por tipo de elemento de configuración

o Proceso de capacitación a usuarios de service desk

o Proceso de administración de problemas

o Proceso de administración de incidentes

o Proceso de administración de cambios

o Proceso de actualización de base de conocimiento

o Proceso de actualización de la CMDB

â?¢ Proceso de cierre de solicitudes de servicio de incidentes

o Autorización de cierre

o Evaluación del servicio de service desk

o Actualización de base de configuraciones

o Actualización de base de conocimiento

o Actualización de la CMDB

â?¢ Indicadores

o Satisfacción del cliente

o Tiempo de respuesta por nivel de atención

o Calidad de gestión de solicitudes de servicio e incidentes

o Clasificación

o Tipificación

o Escalación

o Prioritización

o Manejo adecuado de estados

� Gestión de incidentes y Problemas

� Proceso de gestión de incidentes

o Proceso de identificación y detección de incidentes

o Contactos autorizados

o Manejo de falso positivos

o Definición de umbrales por tipo de elemento de configuración

o Indicadores de pro actividad

o Comunicación de incidentes proactivos y reactivos

o Categorización

o Troubleshooting por tipo de elemento de configuración

o Tiempo de respuesta por tipo de elemento de configuración

o Proceso de administración de problemas

o Proceso de administración de cambios

o Proceso de actualización de base de conocimiento

â?¢ Indicadores

o Ã?ndice de pro actividad

o Tiempo de respuesta por nivel de atención

â?¢ Service Desk

â?¢ Process for call

I. Scripts care

II. Topics of care for mass incidents relevant

III. Organization of ACD groups

IV. Performance metrics

â?¢ Process and track high service requests and incidents

I. Contact authentication

II. Definition of states of service requests and incidents

III. Categorization

IV. Characterization

V. Prioritization

VI. Escalation

VII. Response times

VIII. Service level agreements for service

IX. Troubleshooting by type of configuration item

X. Training process for users of service desk

XI. Problem management process

XII. Incident Management Process

XIII. Change management process

XIV. Process knowledge base update

XV. Process for updating the CMDB

â?¢ Process service requests closure of incidents

I. Closing authorization

II. Evaluation of the service desk service

III. Settings update database

IV. Update knowledge base

V. Updating the CMDB

â?¢ Indicators

I. Customer satisfaction

II. Response time level of care

III. Quality management of service requests and incidents

IV. Classification

V. Characterization

VI. Escalation

VII. Prioritization

VIII. Proper management of state

â?¢ Incident and Problem Management

â?¢ Incident Management Process

I. Process identification and detection of incidents

II. Authorized contacts

III. Management of false positive

IV. Definition of thresholds by type of configuration item

V. Indicators of proactivity

VI. Incident reporting proactive and reactive

VII. Categorization

VIII. Troubleshooting by type of configuration item

IX. Response time by type of configuration item

X. Problem management process

XI. Change management process

XII. Process knowledge base update

â?¢ Indicators

I. Proactivity index

II. Response time level of care

Taidot: Järjestelmänvalvoja, Tekninen tuki, Tekninen kirjoittaminen

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About the Employer:
( 0 reviews ) Mexico

Projektin tunnus: #1701922

10 freelanceria on tarjonnut keskimäärin 580 $ tähän työhön

andkarena

Ok this is a tentative bid based upon what you supplied, What may change it is your requirements and the reason you need a rewrite. Do you need the Spanish rewritten also. Why do you need a rewrite at all? Is it to acc Lisää

550 $ USD 21 päivässä
(6 arvostelua)
4.2
akunic

Dear sir, I'm experienced technical writer and system analyst. I'm ready to help you on this project. Please contact me for more details.

700 $ USD 15 päivässä
(2 arvostelua)
3.3
thisissripriya

I can write a complete user manual for your application. I can document all your help desk support processes.

500 $ USD 10 päivässä
(3 arvostelua)
3.2
sumodirjo

Hi, I'm an experienced system & network administrator and also have experience in IT support / IT consulting. Ready to help you writing help desk process.

750 $ USD 10 päivässä
(3 arvostelua)
2.1
Nq735RaLN

<B><i>The Administrator removed this message for containing contact details which breaches our Terms and Conditions</i></B>

750 $ USD 1 päivässä
(0 arvostelua)
0.0
oasys1

Hello.. I'm a US Navy veteran with over 25 years of superlative customer service and IT experience. I have developed technical & user documentation for Dept. of Defense, IBM, & users at Cornell University. Please check Lisää

500 $ USD 30 päivässä
(0 arvostelua)
0.0
sshah84

Hi,I am new here.I have read and understand about your project.So let me give a chance to explore my skills.

250 $ USD 7 päivässä
(0 arvostelua)
0.0
altair90

Hi I am an Electrical Engineer working with Ericsson Pakistan at the position of Systems Engineer. I have been writing applications and service routines for cutomers at office. I will be definitely be able to help you Lisää

550 $ USD 25 päivässä
(0 arvostelua)
0.0
raqcit

i have extensive experience regarding remote support. troubleshooting, print sharing, file sharing, & etc.

500 $ USD 26 päivässä
(0 arvostelua)
0.0
shermurray

Hi there! I am an experienced technical writer, with a great eye for detail who pays meticulous attention to all aspects of writing and editing. Your project is intriguing because of the translation process -- is th Lisää

750 $ USD 21 päivässä
(0 arvostelua)
0.0