Cox Furniture Company Help Desk

Help Desk Organizational Structures

Borysowich (2009) explains that structuring the help desk depends on the number of users supported, expertise level of the available staff, service level commitments and some services and systems supported. One important organizational structure is the three tier support. This type of support is typical for a larger support structure which is responsible for many systems, has many end-users and often distributed. When an organization is using this model, the super help desk/primary help desk at tier one focuses on rapid answers to many calls. Mostly, a primary help desk uses an automated help desk, with maybe an expert system support which walks the personnel at the help desk through asked questions to document the call. It emphasizes on information closure and gathering of a call to field the next call.

While using this model, Borysowich (2009) explains that every call is logged with supporting information, where if it is general information, the call is categorized and closed. Also, if the help desk can not respond the call, it is closed and a trouble ticket is escalated and opened for action by the next tier. This type of structure functions with a primary help desk that uses rapid categorization and routing problems for effective forwarding of the message. This is followed by the second level help desk which responds to the trouble tickets and resolves problems. The third tier comprises of experts who advice and solve difficult system problems.

The second help desk organization structure according to Borysowich (2009) is two tier supports which merge the functions of secondary help desks to the primary help desk and sometimes to the expert support model forming a flatter organizational structure. This type of structure is most suitable for smaller systems with fewer support and fewer users. The primary help desk solves more problems and longer open calls as it filters the calls while raising change request (CR), fault report (FR), and service request (SR) instead of logging a call, and then raising a trouble ticket (TT). If primary help desk personnel cannot solve the problem, they forward it to technical experts.

Advantages of Centralization versus Decentralization

LLC (2017) explains that a centralized organization model relies on only one individual to provide direction and make decisions for the company while decentralization uses several individuals to run the business and make decisions. One advantage of centralization over decentralization is its efficiency regarding decision making. A centralized system is efficient as it uses a more centralized control, reduces duplication, and it is better standardized. Due to its bureaucratic nature, a centralized system stifles innovation which reduces the risk of high startup cost and entire system failure. This is in contrary to decentralization where local users regarding IS budgets are more responsible, with more restrained demands than if another individual was paying for them. Centralization also reduces transport cost.

Advantages of Centralization

LLC (2017) explains that a centralized organization model relies on only one individual to provide direction and make decisions for the company while decentralization uses several individuals to run the business and make decisions. One advantage of centralization over decentralization is its efficiency regarding decision making. A centralized system is efficient as it uses a more centralized control, reduces duplication, and it is better standardized. Due to its bureaucratic nature, a centralized system stifles innovation which reduces the risk of high startup cost and entire system failure. This is in contrary to decentralization where local users regarding IS budgets are more responsible, with more restrained demands than if another individual was paying for them. Centralization also reduces transport cost.

Advantages of Decentralization

Decentralized system assists in making decisions faster without resorting to higher level consultation. It is easier to adapt decisions to local conditions. Another advantage of this system is the excellent training experience after higher level management promotion (Montanna & Charnov, 1993).

Disadvantages of Centralization

Rodeo Guide (2017) explains that centralization type of organization suffers from negative effects of several bureaucracy layers. This is because the business has several management layers that stretch from the owner down to the frontline operations. The owners of the business who makes the decisions will require extra time to complete the task resulting in sluggish business operations.

Disadvantages of Decentralization

According to Rodeo Guide (2017), this type of system struggles with several individual sharing differing opinions on a particular matter on decision making. The system thus faces difficulties while trying to tie everyone on the same page. Therefore, the process of decision making is slow which causes inefficiency. This is mostly evident during emergencies where the individual may take a lot of time searching for solutions.

Staffing Structures

Pool- pool staffing structure is found in a tire where the pool agents provide immediate response to the tier which contains either one pool of agents or numerous pools of agents. Pool method is the most efficient method to handle call volume as it maximizes on resource utilization.

Tired Staffing Structure – they filter the calls, where a specialist group receives the call. As Tech Republic (2003) explains, their responsibility is answering calls, logs the call to the call tracker system and assists their customers with their calls. It is highly advantageous as it has high levels of employee satisfaction, customer satisfaction and resolution at first level. However, it requires high skilled personnel.

Dispatch Staffing Structure- this type of staffing is advantageous according to (The Tech Republic, 2003) as it requires minimal wait before calls are answered at the first level. First level personnel requires little training, and it has high level problem solving. However this structure is disadvantageous as has limited career advancement for first level personnel, and it is low in productivity as callers’ waste time describing their problem.

Specialized Staffing Structure- this type of staffing uses high skilled personnel who are at high level. They are used to solve problems that were not solved in first and second level (The Tech Republic, 2003).

Method the help desk staff are more specialized in a certain sector, and they solve problems. They increase the efficiency of the system. There should be a way that customers are to get in touch with the agents at the service desk. Chase (2016) explains that depending on the topic and severity of the issue, some  customers  may prefer website or email forms instead of making calls. Staffs should provide their customers with multiple channels in order to improve their satisfaction and their ability to filter and screen tickets based on agency and level of need.

Cox Furniture Company Help Desk

The desirable help desk for the Cox Furniture Company is three tired help desk. This is because this company has many users and also many staffs. It will also ensure efficiency of the system. Centralization will be the preferred model in the company. This is because it is efficient as it uses a more centralized control, reduces duplication, and is better standardized. A tired structure of staffing will be more appropriate due to high customer satisfaction, high-resolution and high employee satisfaction.  The company has highly skilled personnel making the method to be the most suitable

References

Chase, S. (2016). How to Structure Your Global Help Desk. Alphanumeric. Retrieved from http://info.alphanumeric.com/blog/how-to-structure-your-global-help-desk

Borysowich, C. (2009). Structure of a Help Desk Service. Retrieved from http://it.toolbox.com/blogs/enterprise-solutions/structure-of-a-help-desk-service-33139

LLC,. (2017). Centralized Vs. Decentralized Organizational Structure. Hearst Newspapers. Retrieved from http://smallbusiness.chron.com/centralized-vs-decentralized-organizational-structure-2785.html

Montanna, & Charnov,. (1993). Management: A Streamlined Course for Students and Business People . Chapter 11: ORGANIZATIONAL STRUCTURES: CONCEPTS AND F0RMATS, 155-169. Retrieved from https://ils.unc.edu/daniel/405/Montana11.pdf

Rodeo Guide,. (2017). Centralized Vs. Decentralized Organizational Structure. Rodeo Guide. Retrieved from http://smallbusiness.chron.com/centralized-vs-decentralized-organizational-structure-2785.html

Tech Republic,. (2003). IT manager’s guide to business strategy (1st ed.). [Louisville (KY)]: CNET Networks, cop.