Reseach Plan & Industry Market Study
This research is about how to plan on finding the best solution for a problem that a company is facing:
Case\Problem:
Client X is a start up company which still has no systems implemented, this research will focus on the IT department, in specific, the Service Desk. Service Desk includes15 service desk agents. the main issue facing the Service Desk agents is that they still have no system to organize and track the calls when other employees is raising an incident
This is causing a lot of issues such as:
• Difficulties in following up on an incidents.
• Keeping a record of what is requested or what the employee is facing.
In results the Service Desk agents are finding it difficult to organize the work between each other and end up forgetting to fix a particular incident which makes the end user(Employee) raise a complain that his/her issue has not been fixed for a long time.
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