Estabilización y mejoras del servicio para un proyecto de implementación de HelpDesk y Soporte

• Autor: Pacheco Espinoza, Jonathan Arturo
• Formato: tesis de grado
• Fecha de Publicación: 2011
• Institución: Universidad Ricardo Palma
• Repositorio: URP-Tesis
• Lenguaje: español
• OAI Identifier: oai:repositorio.urp.edu.pe:20.500.14138/30
• Enlace del recurso: https://hdl.handle.net/20.500.14138/30
• Nivel de acceso: acceso abierto
• Materia: mesa de ayuda; HelpDesk; HelpDesksoporte técnico; Mejora Continua de Servicio; Proyecto de Implementación; https://purl.org/pe-repo/ocde/ford#2.11.02

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 .