Estabilización y mejoras del servicio para un proyecto de implementación 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 enseñanza y enfoque de nuestra carrera profesional se instruyó el conocimiento de Tecnologías de Información, gestión administrativa para desempeñar y poner en práctica, así cumplir los objetivos, alcance y asegurar la optimización del servicio en nuestro puesto laboral. A continuación en el informe, se describe la experiencia laboral del trabajo desempeñado por 11 meses en la implementación y estabilización 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 implementación de HelpDesk en las respectivas sedes y la estabilización del servicio; como parte de la función 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 estabilización del servicio de HelpDesk en la UPC, aplicando los conocimientos y mejoras prácticas de lo aprendido en la trayectoria Universitaria, anteriores experiencias laborales y apoyo constante del equipo humano a mi cargo logrando una mejor percepción 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 atención optima, originando insatisfacción y una percepción de un mal servicio, a consecuencia que no contemplaban mejores prácticas según metodologías de HelpDesk por el anterior proveedor.