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Help Desk Process

$250-750 USD

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已发布将近 12 年前

$250-750 USD

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I have a Help Desk that provides support for computers, printers and peripherals (Information Technology). I requiere somebody to write our internal processes. These processes are the following (They are in Spanish - Following is the English Translation): � Service Desk � Proceso de atención de llamadas o Scripts de atención o Argumentos de atención para incidentes con repercusión masiva o Organización de grupos ACD o Métricas de desempeño � Procesos de alta y seguimiento de solicitudes de servicios e incidentes o Autenticación de contacto o Definición de estados de solicitudes de servicio e incidentes o Categorización o Tipificación o Prioritización o Escalación o Tiempos de respuesta o Acuerdos de nivel de servicio por servicio o Troubleshooting por tipo de elemento de configuración o Proceso de capacitación a usuarios de service desk o Proceso de administración de problemas o Proceso de administración de incidentes o Proceso de administración de cambios o Proceso de actualización de base de conocimiento o Proceso de actualización de la CMDB � Proceso de cierre de solicitudes de servicio de incidentes o Autorización de cierre o Evaluación del servicio de service desk o Actualización de base de configuraciones o Actualización de base de conocimiento o Actualización de la CMDB � Indicadores o Satisfacción del cliente o Tiempo de respuesta por nivel de atención o Calidad de gestión de solicitudes de servicio e incidentes o Clasificación o Tipificación o Escalación o Prioritización o Manejo adecuado de estados � Gestión de incidentes y Problemas � Proceso de gestión de incidentes o Proceso de identificación y detección de incidentes o Contactos autorizados o Manejo de falso positivos o Definición de umbrales por tipo de elemento de configuración o Indicadores de pro actividad o Comunicación de incidentes proactivos y reactivos o Categorización o Troubleshooting por tipo de elemento de configuración o Tiempo de respuesta por tipo de elemento de configuración o Proceso de administración de problemas o Proceso de administración de cambios o Proceso de actualización de base de conocimiento � Indicadores o �ndice de pro actividad o Tiempo de respuesta por nivel de atención � Service Desk � Process for call I. Scripts care II. Topics of care for mass incidents relevant III. Organization of ACD groups IV. Performance metrics � Process and track high service requests and incidents I. Contact authentication II. Definition of states of service requests and incidents III. Categorization IV. Characterization V. Prioritization VI. Escalation VII. Response times VIII. Service level agreements for service IX. Troubleshooting by type of configuration item X. Training process for users of service desk XI. Problem management process XII. Incident Management Process XIII. Change management process XIV. Process knowledge base update XV. Process for updating the CMDB � Process service requests closure of incidents I. Closing authorization II. Evaluation of the service desk service III. Settings update database IV. Update knowledge base V. Updating the CMDB � Indicators I. Customer satisfaction II. Response time level of care III. Quality management of service requests and incidents IV. Classification V. Characterization VI. Escalation VII. Prioritization VIII. Proper management of state � Incident and Problem Management � Incident Management Process I. Process identification and detection of incidents II. Authorized contacts III. Management of false positive IV. Definition of thresholds by type of configuration item V. Indicators of proactivity VI. Incident reporting proactive and reactive VII. Categorization VIII. Troubleshooting by type of configuration item IX. Response time by type of configuration item X. Problem management process XI. Change management process XII. Process knowledge base update � Indicators I. Proactivity index II. Response time level of care
项目 ID: 1701922

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活跃12 年前

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Ok this is a tentative bid based upon what you supplied, What may change it is your requirements and the reason you need a rewrite. Do you need the Spanish rewritten also. Why do you need a rewrite at all? Is it to accommodate changes in technology? I have 20+ years as a senior technical writer and i have both written manuals for and trained help desk operators in addition to working as a tier two MSN technical technical support operator and lead. I have also written manuals for telemarketers and trained them to get qualified leads from fortune 2000 C level officers. I will attach my resume and a couple of techy papers and an excerpt from a software manual and an IT book I wrote.
$550 USD 在21天之内
5.0 (6条评论)
4.2
4.2
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Dear sir, I'm experienced technical writer and system analyst. I'm ready to help you on this project. Please contact me for more details.
$700 USD 在15天之内
5.0 (2条评论)
3.3
3.3
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I can write a complete user manual for your application. I can document all your help desk support processes.
$500 USD 在10天之内
5.0 (3条评论)
3.2
3.2
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Hi, I'm an experienced system & network administrator and also have experience in IT support / IT consulting. Ready to help you writing help desk process.
$750 USD 在10天之内
5.0 (3条评论)
2.1
2.1
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<B><i>The Administrator removed this message for containing contact details which breaches our Terms and Conditions</i></B>
$750 USD 在1天之内
0.0 (0条评论)
0.0
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Hello.. I'm a US Navy veteran with over 25 years of superlative customer service and IT experience. I have developed technical & user documentation for Dept. of Defense, IBM, & users at Cornell University. Please check pmb...
$500 USD 在30天之内
0.0 (0条评论)
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Hi I am an Electrical Engineer working with Ericsson Pakistan at the position of Systems Engineer. I have been writing applications and service routines for cutomers at office. I will be definitely be able to help you in your project as i have the technical knowledge and skills. Thanks
$550 USD 在25天之内
0.0 (0条评论)
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i have extensive experience regarding remote support. troubleshooting, print sharing, file sharing, & etc.
$500 USD 在26天之内
0.0 (0条评论)
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Hi there! I am an experienced technical writer, with a great eye for detail who pays meticulous attention to all aspects of writing and editing. Your project is intriguing because of the translation process -- is this something that is part of the project or will the English translation be provided? It is unclear just how much work is required, so I would appreciate any additional details you can provide. The bid and timeline might required modification if this is more than it appears to be from your description here. I have written online Help for Microsoft products, including Windows Live Messenger and Windows Phone 7. I am very experienced in the requirements for help files as well as in usability studies and what end users like to see in software development. I am located in Austin, TX, and am readily available via phone, email, and online meetings. I believe good communication is essential to the successful completion of any project. I would love for this project to be my breakthrough introduction to Freelancer. I look forward to discussing this project with you.
$750 USD 在21天之内
0.0 (0条评论)
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会员自6月 18, 2012起

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