Estabilizaci?n y mejoras del servicio para un proyecto de implementaci?n de HelpDesk y Soporte

Abstract

As part of education and career focus was instructed our knowledge of information technology, administrative management to carry out and implement and achieve the objectives, scope, and ensure the best service to our working place. Then the report describes the experience of the work performed for 11 months in the implementation and stabilization of the draft HelpDesk - UPC, as part of the team and supervisor assigned to this project by the company CosapiData. The project had 2 phases, the implementation of HelpDesk in the respective headquarters and the stabilization of the service, as part of the role of supervisor was always in contact with the client (UPC) and the management of outsourcing to service improvements. The purpose of the document is presented based on work experience, the development employee in stabilizing the HelpDesk service in the UPC, using knowledge and best practices learned in the university experience, previous work experience and ongoing support of the team my collection by getting a better service to end users HelpDesk UPC. HelpDesk service at the Peruvian University of Applied Sciences (UPC), UPC customer did not provide an optimal care, resulting in dissatisfaction and a perception of poor service, a result which did not provide methodologies for best practices as the previous supplier HelpDesk .

As part of education and career focus was instructed our knowledge of information technology, administrative management to carry out and implement and achieve the objectives, scope, and ensure the best service to our working place. Then the report describes the experience of the work performed for 11 months in the implementation and stabilization of the draft HelpDesk - UPC, as part of the team and supervisor assigned to this project by the company CosapiData. The project had 2 phases, the implementation of HelpDesk in the respective headquarters and the stabilization of the service, as part of the role of supervisor was always in contact with the client (UPC) and the management of outsourcing to service improvements. The purpose of the document is presented based on work experience, the development employee in stabilizing the HelpDesk service in the UPC, using knowledge and best practices learned in the university experience, previous work experience and ongoing support of the team my collection by getting a better service to end users HelpDesk UPC. HelpDesk service at the Peruvian University of Applied Sciences (UPC), UPC customer did not provide an optimal care, resulting in dissatisfaction and a perception of poor service, a result which did not provide methodologies for best practices as the previous supplier HelpDesk .Como parte de la ense?anza y enfoque de nuestra carrera profesional se instruy? el conocimiento de Tecnolog?as de Informaci?n, gesti?n administrativa para desempe?ar y poner en pr?ctica, as? cumplir los objetivos, alcance y asegurar la optimizaci?n del servicio en nuestro puesto laboral. A continuaci?n en el informe, se describe la experiencia laboral del trabajo desempe?ado por 11 meses en la implementaci?n y estabilizaci?n del proyecto de HelpDesk ? UPC, como parte del equipo y supervisor asignado a este proyecto por la empresa CosapiData. El proyecto tuvo 2 fases, la implementaci?n de HelpDesk en las respectivas sedes y la estabilizaci?n del servicio; como parte de la funci?n del supervisor estuve siempre en contacto con el cliente (UPC) y la gerencia del Outsourcing para mejoras del servicio. La finalidad del documento es presentar en base a la experiencia laboral, el desarrollo empleado en la estabilizaci?n del servicio de HelpDesk en la UPC, aplicando los conocimientos y mejoras pr?cticas de lo aprendido en la trayectoria Universitaria, anteriores experiencias laborales y apoyo constante del equipo humano a mi cargo logrando una mejor percepci?n del servicio de HelpDesk a los usuarios finales de UPC. El servicio de HelpDesk en la Universidad Peruana de Ciencias Aplicadas (UPC), no brindaba al cliente UPC, una atenci?n optima, originando insatisfacci?n y una percepci?n de un mal servicio, a consecuencia que no contemplaban mejores pr?cticas seg?n metodolog?as de HelpDesk por el anterior proveedor.